About the Company SHOPLINE is Asia's largest smart commerce platform. With our customers in mind, we strive to deliver scalable Commerce solutions to merchants of all sizes. We're a full-featured platform with services including Online Store Opening, O2O Solutions, Retail POS Systems, Advertising placements, Business Strategy Consultations, Marketing, and more to empower merchants to succeed in Omnichannel Retailing and Cross-Border Commerce. About the Role Candidate specializing in Relationship (Onboarding), you will play a pivotal role in ensuring the success and satisfaction of our merchants. You will be responsible for enhancing the overall experience and engagement of our merchants throughout their journey with our company. Your primary focus will be on understanding merchant needs, addressing concerns and fostering long-term relationships to drive mutual growth and success. Responsibilities Develop and maintain a detailed onboarding plan for each merchant, outlining key milestones, timelines, and deliverables. Monitor merchant progress during the onboarding period, tracking key metrics and milestones to ensure all objectives are met. Assist clients in setting up and configuring our products or services, providing training and guidance as needed. Notify and guide existing merchants for yearly subscription renewal before the subscription expiry date and to upsell and negotiate workable pricing and payment methods via email, phone call or whatsapp message. Act as a consultant to merchants in providing the best plans in the course of renewal to cater to their ever expanding businesses. Identify opportunities to enhance the overall merchant experience, proposing and implementing initiatives to improve satisfaction, retention, and loyalty. Serve as a trusted advisor to merchants, offering guidance, best practices, and strategic recommendations to help them maximize their success on our platform. Stay informed about industry trends, competitor activities, and market developments to identify opportunities for innovation and differentiation in our merchant engagement strategies. Qualifications Proven track record of building and maintaining strong client relationships, with a focus on driving customer satisfaction and retention. Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and concisely. Strong analytical skills with the ability to interpret data, draw insights, and make data-driven recommendations. Demonstrated ability to collaborate effectively with cross-functional teams and influence without authority. Results-oriented mindset with a proactive approach to problem-solving and a commitment to delivering exceptional service. Experience in the e-commerce or technology industry is a plus. Ability to juggle with multi-tasking, multiple priorities and operate in a fast-evolving environment. Shown creative problem-solving skills with strong initiative to identify areas of process improvement and efficiency. Show more Show less