impress.ai
Website:
impress.ai
Job details:
Manager, Client Services (The Transformation Lead)The MissionAt impress.ai, we’ve built a reputation for excellence by supporting some of Southeast Asia’s largest banks and ministries. Our retention isn't just a metric; it's a testament to our deep commitment to our clients.
As we scale globally in 2026, we aren't looking for a "caretaker" for our Client Services team. We are looking for an architect. We need a leader who will take our world-class service function and reinvent it for the AI era. You will bridge the gap between high-stakes enterprise expectations and a lean, "automation-first" delivery model.
The ChallengeThis isn’t a role for someone who just wants to run a playbook. It’s for someone who wants to write it. You will own the end-to-end Client Services function, but with a twist: you are tasked with making yourself and your team 10x more effective through technology.
Your mandate will be to:
- Disrupt the Status Quo: Move us from traditional support models to a "scrappy but sophisticated" AI-powered ecosystem. Whether it’s chat-based support or agentic workflows, you’ll lead the charge in implementing tools that allow us to scale without bloating the headcount.
- Get Your Hands Dirty: In the morning, you might be at a boardroom table with a CXO of a major bank. In the afternoon, you’ll be in the weeds, configuring a new support bot or refining a workflow.
- Drive Radical Efficiency: We work with limited resources and massive clients. You’ll need an entrepreneurial mindset to build scalable processes where none exist, ensuring "white-glove" service feels effortless to the client but is highly automated on the backend.
- Champion Retention: You will own client outcomes. You’ll ensure that as we innovate, our core promise of clarity, consistency, and trust never wavers.
Who You Are- The Entrepreneurial Spirit: You have a "prove it" mentality. You’ve likely worked in a startup or a fast-paced environment where you had to build the plane while flying it.
- The Change Agent: You have a track record of taking a manual process and making it digital, automated, or AI-driven. You don’t wait for permission to improve things.
- The Enterprise Liaison: You understand the "Real World" constraints of large organizations. You know how to make innovation feel safe for a bank or a ministry.
- The Scaler: You enjoy the "hand-to-hand combat" of early-stage service delivery but are constantly thinking: "How do I make sure I never have to do this manually again?"
Key Responsibilities1. Modernizing the Support Engine (The Transformation)- Reinvent the Helpdesk: Audit our current support workflows and transition us from "reactive email support" to a "proactive, AI-augmented" service model.
- Implement "Scrappy" Tech: Take the lead on introducing chat-based support and AI-powered deflection. You’ll be responsible for choosing, implementing, and optimizing the tools that make our service feel like magic to the client.
- Operational Excellence: Own the "Command Center"—SLAs, Time-to-First-Response, and Resolution Quality. You ensure that even as we experiment with AI, our enterprise clients never feel a dip in quality.
2. High-Stakes Client Advocacy & Retention- Enterprise Escalation Lead: You are the "fixer." When a Tier-1 Bank or a Ministry has a critical issue, you lead the response with calm, professional authority.
- The Retention Playbook: You don't just track churn; you predict it. Build the frameworks for health scoring and proactive engagement that keep our NPS industry-leading.
- Revenue Growth: Work closely with Sales to turn "happy clients" into "expanding accounts." You understand that great service is the best sales tool we have.
3. Team Leadership & Scale- Coaching the "New Breed" of CS: Manage and mentor a team of Client Service Analysts, evolving their roles from "ticket solvers" to "AI-enabled consultants."
- Capacity Engineering: Use data to drive resource allocation. You should be obsessed with lowering the "cost-to-serve" through efficiency, not by cutting corners.
Who You Are (Requirements)The Must-Haves- The Support Veteran: 4+ years in Client Services, Customer Success, or Service Ops. You know how a world-class support desk runs (ZenDesk, Freshdesk, Salesforce, etc.) and you have a "spidey-sense" for when a client account is at risk.
- The Tool-Builder: You have a track record of actually implementing change. You’ve set up ticketing systems, designed workflows, or integrated automation tools (Zapier, Intercom, AI bots) from scratch.
- Enterprise Credibility: You are comfortable presenting to high-level stakeholders in formal environments (Banks/Ministries) but can switch to "scrappy startup mode" instantly.
- Analytical Rigor: You don't just say "we’re doing well." You bring the dashboard to prove it—NPS, NRR, and SLA attainment are your north stars.
- Leadership DNA: You’ve led teams (formally or informally) and know how to keep people motivated during high-pressure cycles.
The Nice-to-Haves- Experience specifically in the HR-Tech or Recruitment space.
- A portfolio of "automation wins" where you reduced manual effort by a significant %.
Why Join Us?We are at the tipping point of global expansion. This is your chance to take a proven product and a loyal client base and build the blueprint for how AI companies provide service at scale. If you are tired of rigid corporate structures and want to see your fingerprints on a global success story, let’s talk.
Click on Apply to know more.