Account Manager

Key Responsibilities

• Own end-to-end management of a high-volume portfolio of client accounts, ensuring service excellence, product adoption and long-term retention
• Serve as the primary point of contact and trusted advisor for assigned clients, maintaining strong and long-term relationships
• Drive revenue growth through renewals, upselling and cross-selling within the existing account base
• Drive customer success by supporting clients in understanding system features, best practices and value realization
• Monitor account health metrics including usage, engagement, support tickets, churn risk and renewal timelines
• Conduct structured account reviews, check-ins and performance discussions to identify risks, gaps, and improvement areas
• Conduct face-to-face meetings and site visits with clients to gather feedback, understand their need, strengthen relationships and identify growth opportunities
• Proactively manage escalations, client concerns and system-related issues by coordinating with internal teams for resolution
• Collaborate with Technical Support and Product teams to ensure smooth service delivery and account expansion

Job Requirements

• Min 2 years of experience in Account Management, Customer Success or Sales within SaaS, FinTech, EPOS or software-related industries.
• Proficient in both English & Malay language. Familiar with Mandarin language is a plus.
• Proven experience in managing high-volume account portfolios.
• Strong commercial mindset with hands-on experience in renewals, upselling and cross-selling.
• Good understanding of POS systems, payment solutions or subscription-based platforms.
• Excellent communication, relationship management and problem-solving skills.