Client Success and Implementations Manager (Software Company)

About Eber

Eber is a SaaS loyalty and customer engagement platform trusted by 400+ brands across retail, F&B, and e-commerce — from large multi-outlet businesses to Shopify-only merchants. We're a lean, fast-moving team of 30+ across Singapore, Kuala Lumpur, Hong Kong, and Vietnam, and we're in the middle of an exciting AI-driven transformation of how we build and support our product.

We’re expanding our Account Management team in our Hong Kong office to support our growing customer base. In this role, you will lead the end-to-end customer journey, from technical onboarding to strategic growth. You will manage project timelines for smooth setup and launch customer retention programs using the Eber platform. Partnering closely with clients, you will sharpen their strategy to drive member acquisition, boost engagement, and increase repeat purchases and lifetime value.

Eber 是一套 SaaS 會員忠誠度與顧客互動平台，受零售、餐飲及電商領域超過 400 個品牌信賴，客戶涵蓋大型多門市企業至 Shopify 獨家商戶。我們是由 30 多人組成的跨國團隊，橫跨新加坡、吉隆坡、香港及越南。我們正全力推進 AI 驅動轉型，全面升級產品的開發與支援模式。

我們正在擴展香港團隊，以支援我們不斷增長的客戶群。在此職位中，您將主導客戶旅程，涵蓋技術對接到戰略增長。您將會與客戶合作，推動及參與各大品牌的會員計畫並提供留客策略。誠意邀請您加入我們，成為我們專業團隊的一份子。

The Role: Technical Account Manager

We're looking for a Technical Account Manager to be the technical point of contact for a dedicated set of client accounts. You'll combine account ownership with hands-on troubleshooting — helping clients get the most out of our platform while resolving the technical issues behind their accounts.

What You'll Do

• Own and manage a dedicated portfolio of client accounts, acting as their main point of contact
• Build and maintain strong client relationships, guiding them through platform usage and account needs
• Investigate and resolve technical and data-related issues — system configurations, integration/ system behavior, data discrepancies and coordinate with the right team to get them resolved.
• Coordinate with clients on account onboarding, setup and support needs
• Maintain accurate account documentation and records across all client interactions
• Collaborate with internal teams to escalate and close out complex account or technical issues
• Proactively identify opportunities to strengthen client relationships and account health

What We're Looking For

• 2+ years of experience in account management, project management, or customer success (software/tech industry preferred)
• Comfortable troubleshooting technical and data issues — system logs, integrations, POS behavior, CRM tools (no coding or IT support background required)
• Strong relationship-management and communication skills
• Ability to prioritise competing tasks, proactive and detail oriented

Nice to Have

• Experience with CRM or loyalty platforms
• Exposure to F&B, retail, or e-commerce clients
• Comfort working with data tools (Excel, dashboards)

What You'll Get

• Real ownership from day one: manage your own client portfolio, not just handle tickets.
• Exposure to varied industries: work directly with clients across retail, F&B, and e-commerce.
• Visibility with leadership: your client relationships and work are seen, not buried in a queue.
• Room to grow: take on broader account or technical responsibilities as you prove yourself.

Why Eber?

• Join a growing and connected team. Building the next generation Loyalty Platform.
• Open and collaborative environment to share ideas, and feedback to make things better for long-term growth. Zero tolerance for politics.
• We value skills upgrades and provide support to make you a better person, professionally and personally.
• Enjoyable work environment and culture - we work and play hard.