Deskripsi Pekerjaan
Join StoreHub as a Customer Success Manager and become a driving force behind our merchants' growth and success. As a commercial leader, you will be responsible for managing and expanding a portfolio of live merchant accounts, ensuring they achieve their business objectives while maximizing their satisfaction with our platform. Your role will be crucial in building strong, long-term relationships with our clients, understanding their unique needs, and providing strategic guidance to help them leverage StoreHub's solutions effectively.
In this dynamic position, you will proactively identify opportunities for upselling and cross-selling, while also addressing any challenges our merchants face. You'll work closely with internal teams to ensure seamless service delivery and act as the voice of the customer, providing valuable feedback to improve our offerings. Your success will be measured by merchant retention, growth, and overall satisfaction, making this role both challenging and rewarding.
StoreHub offers a collaborative and innovative environment where your contributions directly impact the success of our merchants and the growth of our business. If you're passionate about customer relationships, driven by results, and thrive in a fast-paced setting, we invite you to apply and become an integral part of our journey.
Tanggung Jawab
- Manage and grow a portfolio of live merchant accounts to drive revenue and retention
- Develop and execute customer success plans aligned with merchant business objectives
- Proactively identify upselling and cross-selling opportunities to expand account value
- Act as the primary point of contact for merchant inquiries, concerns, and support needs
- Collaborate with internal teams to ensure seamless service delivery and problem resolution
- Gather and analyze customer feedback to inform product improvements and service enhancements
- Monitor key performance indicators and regularly report on merchant health and growth
- Conduct regular business reviews to demonstrate value and identify new opportunities
Kualifikasi
- Bachelor's degree in Business, Marketing, or related field (or equivalent experience)
- 3+ years of experience in customer success, account management, or sales support role
- Proven track record of managing and growing client relationships
- Strong communication, presentation, and interpersonal skills
- Ability to understand and articulate technical solutions to non-technical audiences
- Data-driven approach with experience analyzing metrics to inform strategy
- Experience working with SaaS platforms or payment solutions is a plus
- Fluency in English and Bahasa Malaysia; additional languages are beneficial