Job Title : Account Manager
Location: Malaysia
Department: Account Management
Reports to: Head of Account Management

About TookiTaki
TookiTaki is redefining the financial landscape by creating collaborative-intelligence solutions for fighting financial crime. As a pioneer in building a federated, AI powered Anti-Financial Crime (AFC) Ecosystem, TookiTaki helps leading financial institutions stay protected from evolving risks through collective intelligence. With operations across Singapore, India, the UK, and the US, and clients including GXS, Tencent, Maya, and Boost, TookiTaki is recognized by global bodies such as the World Economic Forum and Forbes.

Role Overview
We are seeking a passionate, metrics-driven Account Manager to drive long-term client success across Malaysia. This role focuses on delivering value through increased Account Retention, Revenue Expansion (ARR, FRS), Upsell, Cross-Sell, and Churn Reduction. Based in Malaysia, this role is pivotal in strengthening TookiTaki’s footprint in Southeast Asia and will report directly to the Head of Global Account Management.
The ideal candidate brings strong client relationship skills, a data-oriented mindset, and experience in financial technology or compliance SaaS products, and a deep understanding of the regional banking and fintech ecosystem.

Roles & responsibilities:
● Account Ownership & Relationship Management
○ Own the post-sales client relationship lifecycle across assigned accounts in Malaysia and the Philippines.
○ Act as the primary liaison and advocate for the customer within TookiTaki, ensuring alignment between client objectives and TookiTaki’s value delivery.
○ Build long-term, trust-based relationships with key decision-makers, influencing client strategy through a consultative approach.
● Revenue Growth & Value Expansion
○ Drive account growth through structured upsell and cross-sell opportunities.
○ Deeply understand client's business priorities to position TookiTaki’s full suite of AML and fraud prevention solutions.
○ Collaborate with Product and Pre-Sales teams to create tailored proposals aligned with ARR and FRS growth targets.
● Performance Monitoring & Strategic Review
○ Regularly track account performance using KPIs such as:
i. ARR growth
ii. Churn rate
iii. Net Revenue Retention (NRR)
iv. Frequency and success of upsell/cross-sell motions
○ Conduct Quarterly Business Reviews (QBRs) with clients to showcase ROI, reinforce strategic alignment, and share roadmap visibility.
● Customer Success & Churn Prevention
○ Proactively identify signs of dissatisfaction and implement churn mitigation strategies.
○ Ensure high product adoption through continuous client education and enablement.
○ Collaborate with the customer success and onboarding teams to deliver seamless experiences.
● Internal Collaboration & Market Intelligence
○ Represent customer voice to internal teams for roadmap influence and feature prioritization.
○ Provide market insights, competitive intelligence, and client feedback to inform go-to-market strategy.
○ Partner with sales to shape commercial models that encourage long-term client engagement.
● Client escalation management and cross-functional collaboration
○ Own the end-to-end client relationship, acting as the trusted advisor and main point of contact for all strategic and operational needs.
○ Collaborate closely with Product, Engineering, Services, and Support teams to proactively manage client escalations, ensuring timely, high-quality resolution and delivery across the customer lifecycle.
○ Lead business reviews and engage in continuous improvement discussions to enhance clientsatisfaction and platform adoption.
○ Monitor account health metrics and retention risks, and take preventive measures in coordination with internal teams.
○ Identify upsell/cross-sell opportunities and work in partnership with the Sales team to drive account expansion.

Key Performance Indicators (KPIs)
● Account Retention Rate: Measures the percentage of clients retained over a given period, indicating the effectiveness of relationship management and value delivery.
● Churn Rate (Monthly/Quarterly): Tracks the proportion of clients lost within a specific timeframe, helping assess risk areas and early warning signs for disengagement.
● Upsell/Cross-sell Conversion Rate: Evaluates how successfully the account manager can expand account value by converting opportunities into additional product or service sales.
● Annual Recurring Revenue (ARR) Expansion: Assesses the increase in recurring revenue from existing accounts, reflecting the ability to grow customer lifetime value.
● Customer Satisfaction (NPS, CSAT): Gauges client sentiment and satisfaction through Net Promoter Scores and Customer Satisfaction scores, revealing relationship strength and service quality.
● QBR Completion and Client Engagement Scores: Monitors the frequency and quality of Quarterly Business Reviews (QBRs) and other client touchpoints, highlighting the depth of engagement and strategic alignment with key accounts.

Requirements:
● Experience: 8–12 years in B2B SaaS, fintech, or compliance software account management.
● Demonstrated success in managing multi-country portfolios and complex enterprise clients.
● Regional familiarity with Malaysian and Filipino financial institutions and regulatory environments.

Skills:
○ Strong communication and storytelling skills (written & verbal).
○ Analytical and data-driven; ability to derive insights and trends from client data.
○ Strategic thinker who can balance long-term account growth with immediate deliverables.
○ Experience in forecasting, revenue planning, and stakeholder engagement.
● Tools: CRM (e.g., Salesforce), account planning tools, financial reporting dashboards
● Counter-Fraud/AML Software: Experience in managing clients involving counter-fraud or AML software
to banks in the respective local markets, with an understanding of client needs in these areas.
● Career Growth: Demonstrated career growth with a track record of increasing responsibilities and
achievements.

Why Join TookiTaki?
● Work at a visionary RegTech pioneer creating real-world impact in the fight against financial crime.
● Join a diverse global team that embraces customer-first thinking and continuous innovation.
● Enjoy a high-growth, agile environment that encourages ownership, creativity, and speed.
● Get access to world-class learning, cross-functional exposure, and a chance to shape the future of financial crime prevention.

More about Tookitaki:
Tookitaki is positioned as one of the most intelligent financial crime prevention platforms available. This distinction is driven by our innovative use of collective intelligence and a federated approach. Our Anti-Financial Crime (AFC) Ecosystem leverages an expert network that continuously updates and shares knowledge, acting as a force multiplier. This collaborative model significantly outperforms the siloed approaches used by our competitors, ensuring our clients benefit from the most comprehensive and up-to-date financial crime prevention strategies. Our Anti-Financial Crime (AFC) Ecosystem leverages a vast, community-driven repository of financial crime patterns, continuously updated by industry experts.

Leading digital banks and payment platforms across Asia, including GXS, Tencent, Maya, and Boost, trust this approach to stay protected against evolving money laundering and fraud tactics. By joining this ecosystem, our clients can benefit from the collective intelligence of top industry players, ensuring unparalleled protection. We are supported by a few of the best investors in the world, showcasing our stability and growth while validated by external organizations like World Economic Forum (Technology Pioneer) and others Here is a snapshot of some of the awards we have received recently: Today, we have offices in Singapore, India, the UK and the US with a team strength of 110+ and growing. Get a glimpse of our innovation and culture here.