- Subang Jaya Selangor Malaysia
Kerja Sepenuh Masa, CORPORATE ACCOUNT SPECIALIST di Darwinbox Selangor - Maukerja
Kongsi
Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Job Description
Role Summary
The Corporate Account Specialist is responsible for the operational lifecycle of corporate client accounts — from onboarding and implementation through ongoing account administration and stakeholder management — and serves as the technical benefits expert supporting commercial teams in a consultative, non-selling capacity. Rather than performing day-to-day account servicing as business-as-usual, the role designs and operates the CSM AI agent through which the Tier 3 and Tier 4 portfolio is served, remaining accountable for outcomes whether work is done directly, delegated to AI, or enabled through client self-service.
The role also designs and implements AI-enabled account intelligence for the entire Customer Success team: building signal systems that automatically detect churn risks and expansion opportunities across the client base, so that account management across all tiers is driven by data rather than manual monitoring. The role owns the signal infrastructure, not the commercial outcomes. By combining operational excellence, benefits domain expertise, and signal system design, the role contributes to client satisfaction, retention, and scalable account coverage.
Key Responsibilities
1. Onboarding and Implementation
- Own the onboarding and implementation of assigned corporate accounts, including account set-up,
benefit configuration, member enrolment, and go-live coordination.
- Conduct onboarding and refresher training sessions for corporate HR users on HealthMetrics platforms and processes.
- Maintain onboarding documentation, account records, knowledge base content, and operational
procedures to support service consistency.
2. Benefits Consultation (Technical, Non-Commercial)
- Act as the benefits subject-matter expert supporting BD and Customer Success in prospect, onboarding, and renewal conversations — covering benefits design, plan structures, insurer arrangements, platform capability, and implementation feasibility.
- Join client-facing sessions in a consultative capacity to address technical questions on benefit configuration, claims workflows, panel structures, and data/reporting — analogous to a solutions consultant, without carrying sales targets.
- Validate the operational and technical feasibility of proposed benefit designs before commitments are made to clients, preventing over-promising and downstream configuration failures.
- Translate client benefit requirements into accurate internal implementation specifications.
3. Tier 3 and Tier 4 Account Management (AI-Managed Portfolio)
- Design and operate the CSM AI agent that serves as the day-to-day operational interface for corporate HR stakeholders — owning its configuration, workflows, knowledge base, and service quality.
- Remain accountable for all operational account outcomes regardless of delivery mode — handled directly, delegated to the AI agent, or enabled through client self-service — and decide which mode fits each account and request type.
- Educate and coach corporate HR users toward self-service on the platform and AI agent, progressively shifting routine requests away from manual handling.
- Own the Tier 3 portfolio (AI-led, human-assisted): supervise AI-driven account servicing, handle exceptions and judgement calls escalated by the AI layer, and manage stakeholder relationships where human contact is required.
- Oversee the Tier 4 portfolio (fully AI-managed): monitor AI agent performance, perform quality-assurance sampling of AI-handled requests and communications, and intercept issues before they affect client experience.
- Manage account maintenance across the portfolio, including member additions, removals, eligibility updates, benefit changes, and account reconfiguration.
- Coordinate with insurers, Finance, Provider Network, Product, and Client Experience teams to resolve complex operational issues and client escalations.
- Perform member reconciliation activities to ensure alignment between client records, insurer records, and internal systems.
- Support client retention by ensuring operational excellence, responsive account management, and positive stakeholder engagement across the assigned portfolio.
- Operate a structured AI feedback loop: document recurring AI servicing failures and coverage gaps, feed them back to the Product/AI team, and track that fixes reduce repeat errors over time.
4. Signal Systems Design (AI-Enabled Account Intelligence)
- Design and implement AI-driven signal systems that detect churn risks (declining utilisation, unresolved friction, stakeholder changes, service dissatisfaction, benefit misfit) and expansion opportunities (headcount growth, benefit gaps, new-entity setups, product-fit indicators) across the full Customer Success client base — not only the assigned portfolio.
- Define the signal taxonomy, detection thresholds, and data sources (platform utilisation, claims patterns, service tickets, engagement data) in collaboration with Customer Success leadership.
- Build and maintain the delivery layer — dashboards, alerts, or agent workflows — so signals reach the right Customer Success owner in their working context, with enough lead time ahead of renewal windows to act.
- Continuously tune signal precision using Customer Success feedback on which flags proved genuine,
reducing false positives and expanding coverage over time.
- Resolve account risks within operational control before they escalate; hand over commercial risks to
Customer Success with full context.
Required Qualifications
- Bachelor's degree in Business Administration, Healthcare Management, Insurance, Human Resources, or a related field.
- 1–2 years' experience in account management, benefits administration, client operations, healthcare administration, insurance operations, or related functions.
- Strong working knowledge of corporate healthcare benefits, plan design, and insurer processes — able to hold a credible technical conversation with HR and C-level stakeholders.
- Experience managing corporate clients or stakeholder relationships.
- Strong project coordination and operational management skills.
- Comfort working alongside AI-driven service tooling; able to supervise, quality-check, and escalate from automated workflows.
- Analytical aptitude for designing data-driven signals and workflows — able to define what to detect, from which data, and how it reaches the team; hands-on AI/automation tooling experience is a strong plus.
- Proficiency in Microsoft Excel and business applications.
Preferred Qualifications
- Experience in healthcare, insurance, employee benefits, or health-tech industries.
- Experience in a solutions consultant, pre-sales support, or benefits consulting capacity.
- Familiarity with insurer enrolment and policy administration processes.
- Experience using Zendesk, CRM systems, or equivalent platforms.
- Experience conducting client onboarding and training sessions
Job Snapshot
Updated Date
28-*************
Job ID
JOB-151
Department
Customer Success
Location
Subang Jaya, Selangor, Malaysia
Employee Type
Contract
Employee Sub Type
Local Contract (Long Term)
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Additional Details For any additional assistance, please contact us at *************
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