Key Account Management Specialist

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia KPay Group Full time 40,000 - 80,000 per year

Job Summary

We are seeking a motivated and customer-focused
Key Account Management Specialist
to join our team. In this role, you will be the primary point of contact for merchants in Singapore, ensuring their successful onboarding, adoption, and growth with our solutions. You will play a critical role in building long-term merchant relationships, driving engagement, and minimising churn, while collaborating closely with internal teams to deliver an excellent customer experience.

Key Responsibilities

Merchant Relationship Management

  • Serve as the trusted advisor and virtual relationship manager for assigned merchants.
  • Support merchants through onboarding, training, and adoption of our solutions via virtual channels (calls, video conferencing, email, chat).
  • Proactively monitor merchant performance, identify challenges, and provide tailored recommendations to drive growth.
  • Act as the voice of the merchant, advocating internally for their needs and feedback.

Merchant Success & Retention

  • Develop strategies to increase merchant satisfaction and reduce churn.
  • Track key metrics such as merchant activation rates, engagement levels, and transaction volumes.
  • Provide timely guidance and solutions to resolve merchant issues or concerns.
  • Identify upsell or cross-sell opportunities to maximize merchant value.

Data & Insights

  • Analyze merchant performance data to identify trends, risks, and opportunities.
  • Prepare and share performance reviews with merchants to highlight progress and actionable improvements.
  • Support the creation of reports and dashboards to monitor merchant health.

Process & Continuous Improvement

  • Work with internal teams to optimize the end-to-end merchant journey.
  • Document and share best practices for virtual merchant success management.
  • Participate in process improvement initiatives to enhance efficiency and the merchant experience.

Collaboration

  • Partner with Business Development, Operations, and Product teams to align on merchant needs.
  • Support cross-functional projects that enhance merchant engagement and success.
  • Maintain strong internal communication to ensure merchants receive seamless support.

Qualifications

  • Bachelor's degree in Business, Communications, or related field.
  • 1–3 years of experience in customer success, account management, or client-facing roles (preferably in fintech, SaaS, or e-commerce).
  • Strong communication and interpersonal skills, with the ability to engage merchants virtually.
  • Analytical mindset with the ability to interpret data and make recommendations.
  • Tech-savvy, with proficiency in CRM tools, Microsoft Office, and virtual collaboration platforms (Zoom, Teams, Slack, etc.).
  • Proactive, self-motivated, and capable of working independently in a remote environment.
  • Comfortable communicating in
    English, Mandarin, and Malay
    (both written and spoken) to support operational needs.

What We Offer

  • Opportunity to make a direct impact on merchant growth and satisfaction.
  • Career growth pathway to senior success and leadership roles.
  • A collaborative, fast-paced, and innovative environment.

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