Technical Account Manager

Saas Global Pte Ltd; Kuala Lumpur; Remote; MYR 73,000 - 95,000; Full time

Benefits offered by this job

Fully remote

Long-term role

Job summary

DCRM is seeking an experienced named account manager for a portfolio of dental practices. You will build real rapport with Front Office Coordinators and practice managers, learn how each practice runs, and connect their goals with DCRM capabilities.

You’ll run regular check-ins, define objectives, and collaborate on progress reviews. You are technical enough to explain CRM, automations, phone routing and voice AI on calls, escalating to our GHL Systems Analyst when deeper work is required.

Qualifications

• Must have at least 3 years in technical account management, customer success or account management with SaaS or healthcare clients.
• Excellent written and spoken English. Warm, clear and comfortable with international clients.
• Confident running reviews and training sessions over video call.
• Highly organised with follow-up. Confident with ClickUp or a similar tool.

Responsibilities

• Be the named account manager for a set of dental practices, building rapport with Front Office Coordinators and practice managers.
• Establish a regular check-in rhythm, track progress against goals, and conduct structured reviews.
• Explain CRM, automations, phone routing and voice AI in plain English on calls and escalate when deeper work is needed.
• Coordinate with third‑party vendors and not hand problems back to clients.
• Own client problems end to end and manage escalations to GHL Systems Analyst when needed.
• Report to Head of Solutions & Automation and support pricing/contract discussions.

Skills

Account management

SaaS

Healthcare

Relationship building

Tools

GoHighLevel

ClickUp

Job description

DCRM is an AI-powered CRM and automation platform built on GoHighLevel (GHL) for dental practices globally. Our clients use DCRM for their AI receptionist, phone and SMS follow-up, online booking and patient reminders.

We are a small remote team. Work lives in ClickUp, we test before anything goes live, and we review problems without blame. Asking for help is normal here.

The role

Do you love talking to people and finding out how their business really works? This role is for you.

You will be the named account manager for a set of dental practices. You build real rapport with their Front Office Coordinators and practice managers, learn how each practice runs, and connect the dots between their goals and what DCRM can do for them. You run a regular check-in rhythm with each practice, tied to objectives you agree together, with structured progress reviews.

You are technical enough to answer "why isn't this working?" live on a call. When something needs deeper work, you escalat it fast to our GHL Systems Analyst with clear details. When a problem sits with another company, such as a phone provider or practice software vendor, you deal with them yourself. You never hand the problem back to the client to chase.

This is a relationship role, not a ticket queue. Day-to-day support tickets are handled by our support team. You report to our Head of Solutions & Automation.

What you will achieve

Every assigned practice has a trusted person at DCRM who knows how they work and what they are trying to achieve.

Front Office Coordinators and practice managers meet with you regularly, see progress against their goals, and use the features they pay for.

Technical questions get a clear answer on the call, or a fast, well-documented escalation to our GHL Systems Analyst.

Problems involving third-party vendors are chased and coordinated by you, not by the client.

At-risk practices are spotted early, and upset clients get a calm, straight answer and a plan.

Healthy, happy practices grow with us through well-timed upsell, cross-sell and renewal conversations led by you. Our Head of Sales & Product handles pricing and contracts.

Must-havesAt least 3 years in technical account management, customer success or account management with SaaS or healthcare clients.

You genuinely enjoy talking to people, build rapport quickly, and are curious about how each business operates.

Technical enough to understand how a CRM, automations, phone call routing and voice AI fit together, and to explain them in plain English.

A track record of owning client problems end to end, including dealing with outside vendors on a client's behalf.

Excellent written and spoken English. Warm, clear and comfortable with international clients.

Confident running reviews and training sessions over video call.

Highly organised with follow-up. Confident with ClickUp or a similar tool.

Available for a dedicated full-time role, no side work, so our practices always have your full attention.

Reliable fast internet, a backup connection and power plan, and a quiet private workspace.

Nice to have

Hands-on GoHighLevel experience (strongly preferred).

Experience with dental or healthcare front office operations or practice management software.

Experience with AI receptionists, cloud phone systems or chat tools.

Experience growing existing accounts through upsell or renewals.

What we offer

MYR 6,500 to 8,500 per month, depending on experience.

A dedicated full-time role with a long-term future, no side work.

Fully remote, with a supportive team that tests carefully and reviews issues without blame.

Time to build real relationships with clients, not a ticket queue.

Shortlisted applicants complete a short paid test task.