Account Management Associate

About KPay Group

KPay Group is one of the leading fintech firms in the Asia-Pacific region, dedicated to enabling businesses of varying sizes with straightforward, secure, and intelligent technology solutions. Serving over 95,000 merchants across Australia, Hong Kong, Japan, and Singapore, KPay offers an integrated platform that facilitates financial management, business operations, and digital transformation. In 2024, KPay secured a landmark USD 55 million Series A funding — the largest in the payments industry worldwide that year. The company has earned multiple accolades such as the “PayTech of the Year” at the Asia FinTech Awards and inclusion in the “Forbes Asia 100 to Watch” list for 2025.

Role Overview

As an Account Management Associate at KPay, you will be essential in nurturing and managing relationships with high-value merchants. This position involves being a trusted advisor for your merchant portfolio, helping them optimize benefits from KPay’s suite of products, spotting growth opportunities, and boosting transaction volume and retention. The role suits a commercially savvy individual who enjoys customer interaction and data-informed account development, collaborating closely with internal teams to ensure an exceptional merchant journey.

Key Responsibilities

• Develop and sustain strong, enduring relationships with portfolio merchants, acting as their main contact point.
• Engage proactively to understand merchants’ business objectives and challenges.
• Promote merchant engagement by educating them on KPay’s product features, tools, and best practices.
• Track account metrics and merchant activity to uncover opportunities for increased volume, retention, and account value.
• Identify upsell and cross-sell possibilities aligned with merchant needs and performance data.
• Collaborate with Customer Success, Operations, Product, and other teams to resolve issues and ensure smooth customer experiences.
• Manage merchant escalations with timely action and clear communications.
• Analyze portfolio metrics including satisfaction, retention, and growth; convert insights into actionable plans.
• Compile regular reports highlighting portfolio performance and emerging merchant trends.
• Stay knowledgeable about KPay products, competitors, and the evolving fintech and payments landscape.
• Provide market feedback and insights to guide product and service enhancements.

Candidate Requirements

• Experience: 1 to 2 years in Account Management, Customer Success, Merchant Success, or related customer-facing roles; fresh graduates are encouraged to apply.
• Preferred background includes fintech, payments, SaaS, banking, or other tech-driven sectors.
• Excellent relationship-building skills with an ability to gain trust and credibility.
• Client-centric mindset, eager to understand and support merchant success.
• Commercial awareness to identify and leverage growth and retention opportunities.
• Comfort with data analysis and translating insights into practical actions.
• Strong organizational and time management capabilities to juggle multiple priorities.
• Proactive, detail-focused, collaborative, and accountable for portfolio management.
• Ability to work cross-functionally and handle escalations with professionalism and urgency.

Why Work with Us

• Opportunity to manage impactful merchant relationships and serve as a trusted partner to key accounts.
• Contribute directly to business growth by aiding merchants to enhance engagement and transaction value.
• Engage collaboratively with various internal teams including Customer Success, Operations, and Product.
• Develop your career within a rapidly expanding fintech entity and gain insight into the dynamic payments world.