Merchant Success & Onboarding Specialist

Atome; Jakarta Selatan; On-site; IDR 120,000,000 - 240,000,000; Full time

Job summary

Ginee in Jakarta Selatan is seeking a Merchant Onboarding & Training Specialist to design comprehensive onboarding programs that reduce time-to-value and ensure merchants are proficient with platform tools.

You will run data-driven training tied to product updates, own high-priority issue resolution across cross-functional teams, and lead renewal negotiations and Win-Back initiatives to maximize merchant retention and platform adoption.

Qualifications

• Experience designing and delivering merchant onboarding programs.
• Ability to translate product updates into actionable training.
• Proven track record in resolving high-priority merchant issues.
• Experience with inventory and order management workflows.
• Strong communication and de-escalation skills.
• Familiarity with multi-channel platforms.

Responsibilities

• Design and deliver onboarding programs to reduce time-to-value for merchants.
• Conduct data-driven training sessions based on product updates and friction points.
• Own end-to-end resolution for high-priority merchant issues across cross-functional teams.
• Lead workshops on inventory synchronization and unified order management.
• Manage sensitive merchant interactions with empathy and professionalism.
• Coordinate with Engineering and Product to prioritize systemic bugs.
• Lead renewal negotiations to secure long-term contracts.
• Implement Win-Back strategies using churn data and tailored incentives.

Skills

Onboarding training

Data-driven training

Customer success

Cross-functional collaboration

Empathy in support

Negotiation

Education

Bachelor's degree in Business/IT

Job description

Ginee in Jakarta Selatan is seeking a Merchant Onboarding & Training Specialist to design comprehensive onboarding programs that reduce time-to-value and ensure merchants are proficient with platform tools.

You will run data-driven training tied to product updates, own high-priority issue resolution across cross-functional teams, and lead renewal negotiations and Win-Back initiatives to maximize merchant retention and platform adoption.