Description:

About the job:

As an Customer Relation Specialist at Liven, youll be the go-to advisor for our hospitality clients across Indonesia, Singapore, and Australia.

Your mission is to drive client success by helping venues unlock the full value of the Liven platformfrom campaign activation and loyalty strategy to usage insights and performance reviews.

Youll be working closely with restaurant operators and venue teams to create lasting impact through smart engagement strategies and proactive support.

What you'll do:

- Build strong, proactive relationships with clients to maximise usage of key platform features (campaigns, loyalty, offers, etc.)

- Identify at-risk clients early, uncover challenges, and deliver targeted solutions to retain and grow partnerships

- Provide regular performance reviews with tailored insights to drive better business outcomes

- Collaborate with internal teams (Product, Support, Marketing) to resolve issues and represent client feedback

- Guide clients through best practices to ensure theyre confident and effective in using the Liven platform

- Monitor client account health and usage data to identify upsell opportunities and growth areas

- Support onboarding teams by ensuring a smooth post-launch experience and continued engagement

- Capture insights and feedback to help shape Livens evolving customer engagement strategy

Qualifications:

- 2-4 years in a client-facing role such as Customer Success, Account Management, Hospitality Tech, or B2B SaaS

- Strong background in working with hospitality clients (restaurants, cafés, QSRs)

- Proven ability to manage client relationships, resolve concerns, and drive digital tool adoption

- Familiar with CRM platforms, customer analytics, or marketing automation tools

- Excellent written and spoken English communication skills

- Strong analytical skillscomfortable working with data to inform strategy

- Self-starter with high initiative and the ability to manage multiple client accounts

- Collaborative, with a strong team mindset and the flexibility to adapt quickly

- Passion for hospitality and enthusiasm for solving business problems with technology

Good to Have:

- Experience with loyalty programs, digital marketing campaigns, or client engagement platforms

- Background in hospitality operations or implementing tech tools in venue settings

- Familiarity with Southeast Asian or Australian hospitality markets

- Exposure to SaaS onboarding, training, or lifecycle management

- Experience working in fast-growing startups or scaling client success operations

- Understanding of Livens ecosystem or similar platforms (ordering, POS, CRM, loyalty)

- Multilingual abilitiesespecially Bahasa Indonesia, Mandarin, Malay, or other Asian languages

- Proactive mindset for identifying value opportunities and acting on client feedback