Onboarding and Growth Manager

Engages with merchants to identify their needs and provides timely responses to requests. Conducts regular check-ins to enhance relationships. Communicates clearly and effectively with merchants about operational processes and product features. Shares relevant updates to keep clients informed. Actively solicits client feedback to identify service improvement areas. Implements minor changes based on this feedback to enhance the client experience. Demonstrates foundational knowledge of product features and functionalities, addressing basic client inquiries effectively. Keeps informed about basic industry trends and regulations relevant to merchant services, sharing insights with clients as needed. Assists clients in account configurations, providing guidance on standard offerings and features. Handles standard client issues independently, ensuring timely resolutions and effectively managing client expectations. Monitors basic account activity to identify potential issues and responds as needed. Acts as the primary contact for client issues, ensuring needs are promptly addressed with minimal escalation. Acknowledges and utilizes the role of feedback in service improvement, collecting feedback during interactions and sharing insights with the team. Recognizes general signs of growth opportunities within merchant accounts, such as increased transaction volumes or new service inquiries. Understands the importance of merchant satisfaction in retention efforts and can articulate how positive experiences impact loyalty. 1+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Strong solution-based engagement and relationship management skills is a must. Exceptional stakeholder management capabilities. Results-oriented with a focus on meeting and exceeding financial and customer satisfaction goals. Excellent communication skills. Fluency in English and Cantonese is essential. Ability to adapt in a fast-paced environment with competing priorities, adjusting focus as organizational needs evolve. Proven team player with a demonstrated ability to work across cross-functional teams. Ability to work independently in both queue-based and non-queue-based environments. Strong proficiency with PC and internet-based applications.