The Client Onboarding Specialist plays a critical role in empowering and supporting our merchant partners through a seamless onboarding experience. This role ensures merchants are fully prepared to leverage StoreHub's platform from day one, providing continuous engagement, support, and feature adoption to drive long-term success. The focus is on fostering meaningful relationships, maximizing product value, and retaining merchants through excellent service and strategic upselling.

This role requires Mandarin-speaking skills to engage with stakeholders and ensure smooth communication.

Key Responsibilities:

Complete Onboarding Management: Oversee the full onboarding journey, including welcome calls, product setup, merchant training, hardware delivery, and post-implementation follow-ups to ensure a smooth Go-Live.
Relationship Building and Support: Act as the primary contact for merchants, nurturing strong relationships, addressing concerns, and coordinating with Product, Sales, and Support teams to align on expectations and resolve issues.
Feature Guidance and Upselling: Assist merchants in utilizing core features like POS systems, Beep Delivery, and QR Order & Pay; promote additional services, and support new feature adoption to boost business value.
Performance Tracking and Improvement: Monitor onboarding metrics (e.g., Go-Live within 15 days, CSAT > 90%, retention > 90%) and refine onboarding processes to enhance efficiency and customer satisfaction.

Skills & qualifications:

Education: Bachelor's degree in Business, Communication, or a related field. Project management certification is a plus, especially for handling chain store deals with additional steps like Proof of Concept (POC).
Experience: Proven experience in customer success, account management, or retail operations. Hands-on experience with Intercom and Salesforce for customer management.
Industry Knowledge: Experience with SaaS platforms or within the retail/F&B sectors is a plus.
Soft Skills: Strong communication and interpersonal skills with a customer-first mindset. Excellent organizational abilities and experience managing multiple accounts.
Problem-Solving: Proactive problem-solver, able to handle challenges in a fast-paced environment.
This role requires Mandarin-speaking skills to engage with stakeholders and ensure smooth communication.

What makes working at StoreHub awesome (and refreshing!):

Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of corporate nonsense you'll feel right at home.
Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

Communicate for Clarity
Humble and Hungry
Authentic but not an *sshole
Nimble and Quick
Growth Mindset
Efficiency and Excellence

We do have all the other cool perks too:

Apple Macbooks for everyone
Free Season Parking
Fully stocked fridge and pantry - Coffee, snacks, and more yums
Cutting edge tools. If something can be automated, we'll make it happen
Medical and Dental Outpatient Visits + Medical Insurance
Opportunities for career growth and continuous learning

Client Onboarding Specialist

KYB Specialist - Client Onboarding (Malaysia)