Account Manager

Key Account Manager (F&B POS SaaS – Growth & Retention)

In this role, you will own a portfolio of F&B merchants and be responsible for their success on our platform — from onboarding to retention, renewal, and revenue growth (GMV).

You are not just managing accounts — you are driving outcomes. This includes reducing churn, improving customer experience, and actively helping merchants grow their business through data, campaigns, and strategic initiatives.

---

What You Will Do

• Own and manage a portfolio of F&B merchant accounts (single outlets to chains)

• Build strong, long-term relationships with business owners and key decision-makers

• Act as the main point of contact for all non-technical matters

• Proactively monitor account health, usage, and engagement to reduce churn

• Drive contract renewals and ensure high retention rates

• Work closely with merchants to grow their GMV through:

  • Loyalty programs and CRM campaigns
  • Promotions, vouchers, and reactivation strategies
  • Upselling and cross-selling system features (QR ordering, memberships, etc.)
  • Operational and menu optimization recommendations

• Analyze merchant data and provide actionable insights to improve performance

• Ensure smooth customer journey from onboarding to daily operations

• Coordinate with internal teams (support, tech, product) to resolve issues efficiently

• Handle customer enquiries and escalate technical matters when required

---

What We’re Looking For

• Strong commercial mindset — able to think beyond support and focus on growth
• Ability to build trust and influence business owners
• Comfortable using data to identify opportunities and drive decisions
• Proactive, hands-on, and accountable for results (not just activity)
• Good communication skills across chat, phone, and in-person
• Able to manage multiple accounts and priorities effectively
• Fast learner — able to pick up product and operational knowledge quickly
• Experience in Account Management / Customer Success / F&B / SaaS is a plus
• Experience handling SME or F&B clients is an advantage

---

How You Need to Be

• Curious and analytical — able to identify root causes and opportunities
• Strong sense of ownership — treat each account like your own business
• Results-driven — focused on retention, renewal, and revenue growth
• Resilient and persistent — able to handle pressure and difficult customers
• Adaptable in a fast-paced, high-growth environment

---

What Success Looks Like

• Low churn rate across your accounts
• High renewal and customer satisfaction
• Consistent GMV growth from managed merchants
• Strong relationships with key accounts

---

Location: Damansara

If you enjoy helping businesses grow and want to go beyond traditional account servicing, this role is for you.es grow and want to go beyond traditional account servicing, this role is for you.