Merchant Onboarding Manager (MY)

Malaysia·Kuala Lumpurmid

OtherMerchant

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Are you driven, results-oriented and a team player? With 17,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

Key Responsibilities

Own the onboarding process from welcome call through go-live and early follow-up Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines Build and manage onboarding plans covering system…

Technical Tools

excelgoogle-workspacesalesforcecustomer-successproject-managementsaas

Responsibilities

~1 min read

→
Own the onboarding process from welcome call through go-live and early follow-up
→
Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines
→
Build and manage onboarding plans covering system setup, data preparation, hardware, training, integrations, and dependencies
→
Act as the main point of contact for merchants during onboarding, ensuring clear communication and timely updates
→
Coordinate closely with internal teams and vendors, including trainers, onboarding specialists, coordinators, support, product, sales, finance, and hardware partners
→
Track onboarding progress using tools such as Intercom, Salesforce, and the Onboarding Portal
→
Identify risks or delays early and follow up with the right stakeholders to keep onboarding on track
→
Manage multiple merchants at different onboarding stages at the same time, from simple setups to more complex cases
→
Monitor onboarding outcomes such as go-live timelines, onboarding CSAT, and early usage
→
Share recurring issues and improvement ideas to help refine onboarding processes and workflows

1 to 3 years of experience in project management, customer success, onboarding, implementation, operations, or account management roles
Experience in SaaS, software systems, or retail/F&B environments is a plus
Strong communication skills with a customer-first mindset
Highly organised and comfortable managing multiple merchants, timelines, and stakeholders
Confident in following up and coordinating across teams and external vendors
Logical thinking and solid problem-solving skills
Calm, proactive, and responsible in a fast-paced environment
Good command of English and/or Bahasa Malaysia / Mandarin
Comfortable using Google Workspace and basic Excel

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

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.