Client Success Executive

As a Client Success Executive at Xignam Consulting, you will be the primary partner guiding clients through their Singapore immigration journey. This role blends client advisory, operations, document strategy, and relationship management . This is not a typical admin job, but a dynamic position that requires accuracy, empathy, strategic thinking, and excellent communication.

You will ensure every client receives a smooth, positive experience from onboarding to final submission. You will also contribute ideas, improve SOPs, and work closely with sales, expatriate relations, and management to uplift service standards.

Key Responsibilities

Reports to: Client Success Manager / Operations Lead

Seniority: Mid-level (open to strong junior candidates with potential)

Client Advisory & Relationship Management

1. Guide clients through the collection and preparation of required immigration documents in accordance with Xignam's standards.

2. Communicate clearly with clients via WhatsApp, WeChat, email, Zoom, and phone to provide real-time updates, reminders, and strategic advice.

3. Build strong client relationships that promote trust, retention, loyalty, and long-term value.

4. Attend selected consultations together with Sales to provide operational insights and strengthen the client experience.

5. Handle escalated clients professionally, offering solutions and reassurance while protecting the company's reputation.

6. Proficient in client-facing interactions with strong communication skills. Able to clearly explain processes, requirements, and documentation, while effectively addressing client queries and sharing relevant knowledge.

Immigration Strategy & Submission Support

6. Maintain current knowledge of Singapore immigration policies, procedures, and trends across PR, Citizenship, EP/S Pass/ONE Pass, Dependant Passes, LTVP, Appeals, Company Incorporation, and other related areas.

7. Provide strategic insights for each application, recommending angles, strengths, and supporting documents that maximize approval potential.

8. Draft personalised letters of submission using AI tools (ChatGPT, Gemini, Claude etc.) and Xignam's strategic frameworks.

9. Engage professionally with agencies such as ICA, MOM, IRAS, ACRA and other relevant authorities on behalf of clients.

Operational Excellence

10. Maintain accurate records of each client's lifecycle inside HubSpot CRM, ensuring all services, statuses, conversations, and submissions are properly logged.

11. Review, maintain, and improve internal SOPs and work processes together with the Expatriate Relations and Operations Team.

12. Coordinate internal workflows so that sales, operations, and management stay aligned on timelines and expectations.

13. Undertake other duties assigned by the Company to ensure smooth operational performance.

Key Tools Used

. HubSpot CRM

. WhatsApp, WeChat, Email

. AI tools: ChatGPT, Gemini, Claude

. Google Workspace & Microsoft 365

. ICA, MOM, ACRA portals

. Internal dashboards and SOP systems

. Microsoft Office (excel & word)

KPIs & Performance Metrics

. Client Satisfaction Score (CSAT/NPS)

. Response Time: speed and professionalism in replying to clients

. Accuracy: document checking, form completion, compliance correctness

. Processing timelines & consistency in following SOPs

. Client retention and renewal rate (where applicable)

Requirements

. Diploma/Degree in Business, Communications, Administration, marketing or related fields (preferred but not mandatory).

. Strong command of English ability to read/write in another language is advantageous.

. Excellent communication, emotional intelligence, and relationship-building skills.

. High attention to detail and strong multitasking ability.

. Familiarity with AI tools or willingness to be trained.

. Ability to work independently while collaborating well with teams.

. Experience in immigration, legal, HR, banking, or client-facing roles is a bonus.

Confidentiality & Compliance

This role requires handling sensitive personal information. The candidate must adhere strictly to:

. PDPA (Singapore)

. Xignam's confidentiality and ethical standards

. Proper handling and protection of client data

. Internal protocols for secure document processing