Client Success

Company Description

Lapasar is one of Malaysia's fastest-growing startups and a business-to-business (B2B) sector, focusing on providing procurement solutions. Lapasar Sdn Bhd's platform allows businesses to order various products, including office supplies, stationery, IT equipment, and other business-related materials. This platform typically aims to reduce the complexities of traditional procurement processes and create a more transparent, efficient purchasing experience. In 2018, Lapasar started as a B2B platform in the corporate segment. Our clients, such as Telekom Malaysia, PETRONAS, or Tenaga Nasional Berhad buy items for their daily operational needs (e.g., laptops, projectors, office furniture, etc.) from our platform. In 2020, the B2B platform was extended to serve Mom and Pop stores, whereby shops order their supplies (e.g., Milo, Nescafe, Red Bull, etc.) via our app/platform. Today, the FMCG Wholesale Segment is the key pillar of Lapasar's business and growth. We aim to onboard 100,000+ mom-and-pop stores and restaurants across Malaysia onto our mobile app and make their daily ordering of stocks as easy and simple as Shopee or Lazada has made the experience in the consumer e-commerce space.

Position Summary

This role is responsible for driving post-onboarding client success, commercial growth, and operational excellence across assigned accounts. By serving as the primary client advocate, the role ensures high platform adoption, consistent fulfilment performance, competitive sourcing outcomes, and expansion of revenue opportunities — including improved margins and new income streams. Success is measured by sustainable client engagement, increased GMV and profitability, and strong collaboration with cross-functional teams to deliver an exceptional end-to-end procurement experience.

Client Engagement & Account Development

• Serve as the main relationship owner post-Go-Live, ensuring continued engagement and positive user experience.
• Monitor client usage and transaction trends, proactively recover low-activity accounts, and mitigate churn risks.
• Surface growth opportunities by aligning client needs with expansion SKUs, supplier options, and margin-enhancing initiatives.
• Collaborate with Commercial, Marketing, and Operations to execute targeted interventions that increase GMV, repeat rate, and overall account profitability.
• Conduct structured business reviews to demonstrate platform value, performance results, and improvement opportunities.

User Management & Training

• Maintain accurate records of client platform users and their access permissions.
• Resolve access-related issues and coordinate with internal teams for escalations.
• Deliver onboarding and refresher training to drive high adoption, compliance, and tool utilization.

Vendor Coordination, Sourcing & Negotiation

• Maintain and expand a competitive supplier network with accurate pricing, product availability, and service information.
• Source alternative vendors or items to improve price competitiveness and product coverage.
• Negotiate pricing and terms — particularly for strategic, repeat, or bulk purchase opportunities — to enhance client value and company margins.
• Benchmark pricing using market insights and internal data to ensure sustained competitiveness.
• Ensure vendor compliance with procurement standards; escalate deviations as needed.
• Enroll suppliers into Early Payment programs and facilitate commercial approvals to drive program adoption.

Fulfillment Oversight & Continuous Improvement

• Monitor end-to-end order fulfillment performance to ensure on-time, accurate delivery aligned with SLAs.
• Resolve fulfillment exceptions promptly in coordination with Ops, Fulfillment, and Customer Service teams.
• Analyze service performance (lead time, fill rate, accuracy) and implement corrective actions where needed.
• Recommend and drive operational improvement initiatives that elevate client satisfaction and reduce churn.

Telemarketing & Campaign Execution

• Execute outbound call activities to drive engagement, promote campaigns, and re-activate relevant accounts.
• Track campaign outcomes and collaborate with Sales/Marketing to refine targeting and messaging.

Reporting, Commercial Innovation & Internal Collaboration

• Maintain accurate logs of client and vendor interactions, support tickets, and commercial activity.
• Provide structured weekly updates summarizing account health, fulfillment performance, and supplier program progress.
• Collaborate with Commercial, Sourcing, Finance, Operations, and Fulfillment to ensure seamless delivery of client requirements.
• Explore new revenue streams with management and execute related initiatives to grow other income contributions to the business.

Requirements

• 2–3 years' experience in client onboarding, compliance coordination, or customer-facing operational roles.
• Strong understanding of onboarding workflows, legal documentation, and platform adoption processes.
• Excellent verbal and written communication skills.
• Able to manage multiple accounts independently with strong ownership and follow-through.
• Familiar with tools like Google Workspace, CRM platforms, and document tracking systems.
• Experience in B2B platforms, SaaS, or procurement-related environments is a plus.