Merchant Success Associate

2 weeks ago

Sydney, Australia Kpay Merchant Service (Australia) Pty Ltd Full time

KPay Group (KPay) is a leading fintech company dedicated to empowering businesses of all sizes with simple, smart, seamless and secure technology solutions. Serving over 57,000 merchants across Hong Kong, Singapore, and Japan, KPay is unleashing merchants' growth potential by building a one-stop platform for financial management, business operations and digital transformation. KPay secures a record USD55 million in 2024, marking the largest series A fundraise globally in the payments sector of the year.

**Responsibilities**:

- Lead the post-sale engagement, retention, and growth of KPay's merchants.
- Build and foster strong relationships with merchants.
- Evangelize KPay's customer success stories, systems, and processes.
- Articulate and drive customer use cases, demonstrate customer value, and promote account expansion while maintaining trusted advisor status.
- Serve as a trusted payments and commerce advisor to customers, educating them on the use and benefits of our products and industry best practices.
- In alignment with the Revenue Operations team, conduct quarterly business reviews to assess business priorities, payments performance, optimization opportunities, KPay's product roadmap, service satisfaction, and surface issues. Provide guidance on maximizing value from KPay and identifying product expansion opportunities.
- Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales to drive innovation and improve KPay’s user experience.
- Drive overall account health, including payments performance, cost optimization, product adoption, usage velocity and growth, referrals, and customer satisfaction.

Key Requirements:

- 1-2 years of experience in a client-facing role, ideally in customer success, managing relationships with SMEs. Fresh grads with related internship experience are also welcome.
- Sophisticated business sense and a strong understanding of the underlying drivers and strategies of our users’ businesses.
- Proven track record of leading technical conversations and persuading stakeholders to take action based on business requirements and solution value.
- Strong analytical skills and operating rigor; high proficiency in Excel or other data analysis tools is a plus.
- Strong executive presence and presentation skills, especially in in-person meetings with multiple stakeholders.
- Experience managing complex projects and/or programs.
- Demonstrated ability to handle difficult customers or challenging situations with successful resolution.
- Self-starter with the willingness to take initiative and ownership.
- Collaborative mindset with the ability to work effectively in a team environment alongside sales and service peers.
- Resourceful in navigating data and internal networks to find answers.
- Excellent interpersonal skills and the ability to engage with a wide range of individuals, both internally and externally.
- Highly motivated and adaptable, able to thrive in a fast-paced, high-growth environment with frequent changes.

**Job Types**: Full-time, Permanent

**Benefits**:

- Employee mentoring program
- Health insurance
- Professional development assistance

Schedule:

- 8 hour shift

Supplementary Pay:

- Performance bonus

Application Question(s):

- Are you proficient in Excel i.e. VlookUp and Pivot Tables

Work Location: In person

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