Account Manager

PT Era Awan Digital; Kemayoran; On-site; IDR 180,000,000 - 340,000,000; Full time

Job summary

PT Era Awan Digital in Jakarta, Indonesia, seeks an Account Manager to nurture existing customer relationships, manage renewals, and spot upsell opportunities in cloud/SaaS offerings.

You will coordinate with Sales, Delivery, Finance, and Support to ensure excellent service, track usage and renewal progress, and report on key account performance.

This role is target-driven and requires strong communication and problem-solving to maximize customer value.

Qualifications

• Bachelor's degree in a related field is required.
• 2-4 years in Account Management, Customer Success, or B2B Sales.
• Experience managing existing accounts and renewals is preferred.
• Proven upselling and revenue growth experience with existing customers.
• Strong customer relationship and communication skills.

Responsibilities

• Develop and maintain long-term relationships with existing customers.
• Serve as main point of contact to understand business needs and objectives.
• Manage end-to-end renewal process and proposals.
• Identify upsell and cross-sell opportunities based on customer needs.
• Coordinate with Sales, Delivery, Finance, and Support to ensure excellent service.
• Monitor usage, satisfaction, and risks affecting renewal/retention.
• Prepare account plans, forecasts, and renewal pipelines.
• Maintain accurate CRM data and contract details.
• Communicate product value and drive revenue growth.

Skills

CRM and customer relationship mgmt

Negotiation and presentation

Communication skills

Cross-functional collaboration

Problem-solving

Education

Bachelor's degree in Business, Marketing, Management, or related field

Tools

CRM software

Sales tools

Job description

Job Description

• Manage and maintain strong, long-term relationships with existing customers to ensure high customer satisfaction and retention.
• Serve as the primary point of contact for assigned customers and understand their business needs, challenges, and objectives.
• Manage the end-to-end customer renewal process, including monitoring contract expiration, preparing renewal proposals, negotiation, and ensuring timely renewal.
• Identify opportunities for upselling and cross-selling products or services based on customer needs and usage.
• Develop and execute account management strategies to maximize customer lifetime value and recurring revenue.
• Proactively conduct regular customer check-ins, business reviews, and account meetings to maintain engagement and identify potential opportunities.
• Coordinate with internal teams such as Sales, Presales, Technical/Delivery, Finance, and Customer Support to ensure excellent customer servicing and issue resolution.
• Monitor customer usage, satisfaction, and potential risks that may impact renewal or retention.
• Handle customer inquiries, complaints, and escalations professionally and ensure timely resolution.
• Prepare account plans, sales forecasts, renewal pipelines, and regular reports on account performance.
• Maintain accurate and up-to-date customer information, sales activities, opportunities, and contract details in the CRM system.
• Build a deep understanding of the company's products and services and effectively communicate their value to customers.
• Achieve assigned targets for renewal, retention, upselling, cross-selling, and revenue growth.

Minimum Qualifications

• Bachelor's degree in Business, Marketing, Management, Communication, or a related field.
• Minimum 2-4 years of experience in Account Management, Customer Success, Relationship Management, B2B Sales, or a similar role.
• Experience managing existing B2B accounts and renewal processes is highly preferred.
• Proven experience in upselling, cross-selling, and growing revenue from existing customers.
• Strong customer relationship management and communication skills.
• Good negotiation and presentation skills.
• Customer-oriented with strong problem-solving and interpersonal skills.
• Ability to understand customer business needs and translate them into suitable products or solutions.
• Strong commercial awareness and ability to identify business opportunities.
• Able to work collaboratively with cross-functional teams.
• Strong organizational skills with the ability to manage multiple accounts and priorities.
• Target-oriented, proactive, and comfortable working with revenue-based KPIs.
• Experience using CRM systems and sales/account management tools.
• For a technology/cloud company: having experience in cloud computing, IT solutions, SaaS, cybersecurity, data center, or other technology-related products/services would be an advantage.
• Good command of English, both written and verbal, is preferred.