Merchant Success Executive
EPOS · Kuala Lumpur
Role Overview
As a Merchant Success Executive, you will oversee customer lifecycle management and value growth. You will serve as a trusted digital consultant to our merchant partners, ensuring they adopt advanced system capabilities, maximize their operational return on investment (ROI), and renew their partnerships. You will also drive account expansion and advocate for the merchant's voice internally across product and operational teams.
Key Responsibilities
1. Product Adoption & Business Value Realization
- Advanced Feature Guidance: Move beyond basic cashiering/receipt printing to deeply guide merchants in adopting advanced features, including membership management, stored value/prepaid cards, marketing tools, reporting, inventory management, multi-store aggregation, and revenue splitting.
- Business ROI Output: Analyze F&B/retail operational data to calculate and demonstrate concrete return on investment (ROI) for merchants, reinforcing the system's value in cost-saving and revenue growth.
- Backend Health Monitoring: Regularly analyze login frequency, transaction/order volume, feature usage rate, and data anomalies to identify dormant or at-risk merchants early (i.e., accounts where hardware is installed but unused).
- Key Goal: Build trust by delivering value as a trusted digital consultant, leveraging data-driven insights and strategic business advice to strengthen customer relationships and drive long-term retention.
2. Renewal Management, Early Warning & Churn Prevention (Core KPI)
- Proactive Early-Warning Tracking: Initiate renewal discussions 30–60 days in advance, accurately assessing the merchant's intent to renew and potential churn risks.
- High-Risk Signal Identification: Monitor real-time churn indicators—such as sharp drops in activity, frequent complaints, store closures, or price inquiries from competitors—and formulate targeted retention strategies.
- Cross-Resource Bottleneck Resolution: Efficiently coordinate with Technical Support, Product, and After-Sales resources to resolve system and operational roadblocks, maximizing contract renewal success rates.
- Evaluation Metrics: Directly accountable for Net Revenue Retention (NDR/NRR), Renewal Rate, and Churn Rate outcomes.
3. Upselling & Cross-selling
- Expansion Demand Sourcing: Identify growth opportunities such as new store openings, Pro-version software upgrades, advanced marketing modules, and food delivery integrations.
- Value-Add Service Conversion: Promote add-on revenue generators, including payment revenue splitting (e.g., TNG), advanced inventory modules, and hardware add-ons.
- Closed-Loop Deal Collaboration: Qualify sales opportunities, conduct preliminary negotiations, and seamlessly hand off to Sales/BD teams to finalize contract signings.
- Performance Impact: Uncover repeat purchases and increase Average Revenue Per User (ARPU) within the existing merchant portfolio.
4. Feedback Aggregation & Cross-Departmental Collaboration (Merchant Advocate)
- Structured Pain-Point Feedback: Collect and organize common merchant pain points, feature gaps, and request lists, delivering structured feedback to the Product team to drive iterative improvements.
- Major Escalation Liaison: Serve as the unified external point of contact during major outages or escalated complaints, aligning Technical Support, R&D, and Commercial teams for fast resolution.
- Service Boundary Definition: Offload basic technical tickets/queries to Support desks, while taking personal ownership of business roadblocks, systemic pain points, and high-level solution design.
- Role Positioning: Voice of the customer internally; provider of professional support and escalation control externally.
Requirements
Key Requirements
- At least 1 year of experience in Customer Success, Merchant Activation, Onboarding, or Account Management. Fresh graduates are encouraged to apply.
- Preferably within POS, B2B SaaS, Fintech, or E-Commerce platforms.
- Solid understanding of retail, service, or F&B store operations, inventory workflows, and POS payment systems.
- Comfortable navigating SaaS platforms, CRM tools (Salesforce, HubSpot, Gainsight), and data sheets (Excel / Google Sheets).
- Outstanding communication, training/presentation skills, and problem-solving ability, with strong empathy for small business owners and store managers.
- Willingness and flexibility to travel to meet our merchants.