Project Manager (Onboarding)

StoreHub; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company is looking for a Project Manager (Onboarding) in Kuala Lumpur. Your role will be to manage the complete onboarding journey for new clients, ensuring coordination between internal teams and external partners. Responsibilities include creating onboarding plans, tracking progress, and providing clarity to merchants. Ideal candidates should possess a degree in a related field and experience in project management or customer success. Join a culture that values results and teamwork.

Benefits

Apple Macbooks for everyone

Free Season Parking

Fully stocked fridge and pantry

Medical and Dental Outpatient Visits + Medical Insurance

Opportunities for career growth

Qualifications

• Proven experience in project management, customer success, onboarding, or account management.
• Familiarity with software systems, especially cloud/SaaS.
• Ability to manage multiple merchants and timelines efficiently.

Responsibilities

• Manage the onboarding journey from welcome call to go-live.
• Track onboarding progress and flag risks or delays.
• Coordinate with internal teams and external vendors.

Skills

Project management

Customer success

Strong communication

Organizational skills

Proactive mindset

Education

Bachelor’s degree in Business, Communication, Project Management, or related field

Project management certifications (e.g. PMP, Agile)

Tools

Intercom

Salesforce

Job description

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.

StoreHub helps F&B and retail businesses run their operations using our POS (Point-of-Sale) and retail system.

As a Project Manager (Onboarding), you manage the entire setup journey for new merchants after they sign up. You:

• Understand how the merchant runs their business
• Plan the onboarding steps and timeline
• Coordinate internal teams and vendors
• Make sure everything they purchased (software, hardware, onboarding services) is delivered properly and on time

You don’t do the technical work yourself (e.g. hardware installation, detailed system setup, or training). Those are handled by our trainers, onboarding specialists, and partners. Your job is to organise, track, and drive onboarding to completion.

This is a coordination and project management role with no sales or cold-calling targets.

Key Responsibilities

• Manage the full onboarding journey
  • Own the process from welcome call to go-live and early follow-up.
  • Build a clear onboarding plan (system setup, menu/data preparation, hardware, training, integrations, timelines).
  • Track progress using tools like Intercom, Salesforce, and our Onboarding Portal.
  • Flag risks or delays early and follow up with the right people.
• Be the main point of contact for merchants
  • Run onboarding calls to understand their business, clarify what they purchased, and set expectations.
  • Share clear next steps, timelines, and who from StoreHub will contact them (trainer, installer, etc.).
  • Keep merchants updated so they always know where things stand.
• Coordinate internal teams and vendors
  • Work with trainers, onboarding specialists, coordinators, support, product, sales, finance and hardware partners.
  • Ensure key steps are completed before go-live:
    • Hardware delivered and installed
    • Menus / products prepared
    • Basic settings configured
    • Payments and paperwork done
  • You do not personally install hardware, configure everything, or run full training — you make sure the right people do.
• Handle multiple merchants with support
  • Manage several merchants at different onboarding stages at once.
  • Balance simple single-outlet setups and more complex cases (e.g. multi-outlet, integrations).
  • Work closely with trainers, onboarding specialists, and coordinators so you’re not doing everything alone.
• Track results and improve the process
  • Monitor key onboarding results, such as:
    • % of merchants going live within the agreed timeline
    • Customer satisfaction (CSAT) after onboarding
    • Early retention and usage
  • Highlight recurring issues and suggest improvements to checklists, communication, or processes to make onboarding smoother and faster.

Skills and Qualifications

Education

• Bachelor’s degree in Business, Communication, Project Management, or related field.
• Project management certifications (e.g. PMP, Agile) are a plus.

Experience

• Experience in project management, customer success, onboarding, implementation, operations, or account management.
• Experience with software systems (especially cloud / SaaS) or in retail/F&B is an added advantage.
• Familiarity with tools like Intercom, Salesforce, or other CRM/ticketing tools is a plus (training provided).

Soft Skills

• Strong communication and a customer-first mindset.
• Very organised; able to manage multiple merchants and timelines.
• Comfortable following up and chasing for updates across teams and vendors.
• Proactive, responsible, and calm in a fast-paced environment.

What makes working at StoreHub awesome (and refreshing!)

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal‑opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.