Renewal & Retention Lead - Malaysia

About Shopline:
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 solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.
Candidates with E-Commerce / Social Commerce / Saas experience are highly preferred.

What Will You Do :
Manage the renewal experience in close partnership with merchant success and account management to provide a seamless customer experience Retain and increase subscription revenue in existing merchant accounts by positioning subscription plans and price increases, including upsetting and cross-selling. Identifies opportunities to grow business with existing merchants Migrate existing merchants from our old plans on to new packaging and pricing Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate. Update renewal forecast and track merchant account metrics weekly and report up to management. Support internal teams with the creation of services contracts Support existing merchant with security questionnaires Continuously iterate and provide feedback on the renewal experience.
What Will You Need :
Minimum of 4 - 5 years experience in renewals, sales or account management BSc or BA in Business Administration, Sales, Marketing or E-commerce. At least two years related experience required. Preferably within a hi-tech environment Possess the desire and ability to provide a high level of customer service. High confidence in managing merchant expectations and discussions Strong customer-facing acumen and communication skills Excellent organizational skills Ability to multi-task and to help manage a high volume of accounts Able to build relationships quickly and work across many cross-functional teams Must be self-motivated, goal-oriented, able to work independently with little oversight to deliver on deadlines and ensure timeliness of renewals Skills required: Account Management Experience, Client-Focused Solutions Experience, Project Management Skills, Talent for Influencing Client Management, Negotiation Skills, Listening Skills, Communication Skills, Presentation Skills, Time Management Skills Ambition to look for opportunities to expand the scope of the role and take on new projects Proficient with Google and Microsoft productivity tools and related software. Mandarin Chinese language (reading, writing & speaking) is preferred.

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