Kerja Sepenuh Masa, Account Manager (MY) di AYP Group Selangor - Maukerja

About AYP Group

AYP Group is an HR Tech company helping businesses expand and operate across Asia Pacific with confidence. Through Employer of Record (EOR), payroll, compliance, and HR advisory solutions across APAC.

Role Overview

The Account Manager is responsible for managing a portfolio of existing customers, ensuring high customer satisfaction, strong retention, and continuous revenue growth through expansion opportunities.

This role focuses on growing customer relationships after implementation by identifying additional hiring needs, cross-selling complementary services, and ensuring customers receive maximum value from our EOR and Payroll Outsourcing solutions.

The ideal candidate is relationship-oriented, commercially driven, and able to identify growth opportunities within existing accounts.

Key Responsibilities:

1. Customer Relationship Management

• Serve as the primary commercial contact for assigned customers.
• Build strong relationships with HR, Finance, Legal, Procurement and C-suite business stakeholders.
• Conduct regular customer review meeting and on-site visitation.
• Understand customers' workforce expansion plans and hiring roadmap.
• Act as a trusted advisor for employment, payroll and workforce expansion discussions.

2. Revenue Retention & Growth

• Manage customer renewals and contracts.
• Identify opportunities for additional headcount growth.
• Promote additional countries and market expansion opportunities.
• Cross-sell Payroll Outsourcing, Recruitment, Benefits Administration and related services.
• Work closely with Operations and Payroll teams to ensure smooth service delivery.
• Drive expansion revenue within existing customer accounts.

3. Customer Success & Risk Management

• Monitor customer satisfaction towards AYP’s products and services.
• Identify retention risks and develop mitigation plans.
• Escalate service issues appropriately and coordinate resolutions.
• Reduce customer churn through proactive engagement.
• Maintain accurate account plans and customer records in our CRM.

4. Internal Collaboration

• Work closely with Sales, Payroll, Operations, Finance and Compliance teams.
• Support implementation and onboarding activities when required.
• Provide customer insights and feedback to improve service delivery.

Key Performance Indicators (KPIs)

Primary KPIs

• Monthly Revenue Retention (MRR)
• Customer Renewal Rate
• Expansion Revenue
• Additional Headcount Growth

Secondary KPIs

• Customer Satisfaction Score (CSAT)
• Quarterly Business Reviews Completed
• Upsell / Cross-sell Pipeline Generated
• Account Coverage and Engagement Frequency
• CRM Accuracy

Who You Are

• 3–5 years of experience in Account Management, Customer Success or B2B Relationship Management in EOR / HR Outsourcing / SaaS related industry.
• Experience managing multiple client accounts simultaneously.
• Strong commercial mindset with ability to identify expansion opportunities.
• Excellent stakeholder management skills.
• Strong communication and presentation abilities.
• Experience in Payroll, EOR, HR Services, Recruitment, Professional Services or SaaS is preferred.