Business Development

VIDA Digital Identity; Daerah Khusus Ibukota Jakarta; On-site; IDR 998,502,246 - 1,331,336,328; Full time

Job summary

A digital identity solutions company in Jakarta is seeking a Customer Success Manager who will act as the primary contact for customers, ensuring their needs are met through exceptional service. The ideal candidate will have a minimum of 6 years in Cloud or SaaS, strong interpersonal skills, and the ability to provide strategic guidance. Responsibilities include sales reporting, relationship building, and providing technical support. This role is crucial in optimizing customer use of products and improving customer satisfaction.

Qualifications

• Minimum of 6 years in Cloud or SaaS technology.
• Strong sales and customer management experience.
• Excellent communication skills, customer-focused.

Responsibilities

• Serve as primary point of contact for customers.
• Weekly sales forecasting and quarterly business reporting.
• Build relationships with Enterprise customers.

Skills

Sales management

Customer relationship management

Technical aptitude

Problem-solving

Interpersonal communication

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Responsibilities:

• Serve as the primary point of contact for our customers, especially in understanding and qualifying their business model and plans, technical inquiries, needs, problems and requirements.


• Weekly sales forecasting of revenue realised, close won ARR and pipeline generated


• Quarterly business report (QBR) to sales and technical leadership


• Main gateway to Eng, Infra Ops and product in addressing customer needs and problems.


• Build and maintain strong relationships with Enterprise customers, acting as their trusted advisor and providing exceptional customer service.


• Understand and articulate VIDA's technology value, products and solutions, and provide technical guidance and support to customers.


• Proactively identify and address customer issues, providing timely solutions and ensuring customer satisfaction.


• Provide strategic guidance to customers, helping them optimize their usage of VIDA's products and solutions to achieve their business objectives, working closely with Solution Architect and Customer Success Manager


• Collaborate with internal teams, including sales leadership, support, and product, to address customer needs/problems and deliver value-added services.


• Stay updated with VIDA's products, industry trends, and customer requirements, and continuously improve technical knowledge and skills.


• Monitor and track customer usage of VIDA's products and solutions, and provide insights and recommendations to improve customer experience.


• Collect and analyze customer feedback, and communicate customer requirements and feedback to internal teams for product improvement.


• Minimize escalations by Cust Support through empowerment, tools and knowledge sharing.

Qualifications:

• Minimum 6 years of experience in Cloud or SaaS technology company, with a record of contributing to the broader region's business success


• Strong sales and customer management experience, revenue forecasting, pipeline with revenue targets


• Strong technical aptitude and ability to understand complex technical solutions.


• Excellent interpersonal and communication skills, with the ability to build relationships and communicate effectively with customers and internal teams. Very Customer Focus and act as Customer’s voice.


• Proactive problem-solving skills, with the ability to anticipate and address customer issues.


• Ability to provide strategic guidance to customers and align technical solutions with business objectives.


• Experience in cross-functional collaboration and working with sales, support, and product teams.


• Self-motivated, results-oriented, and able to work independently and in a team.


• Knowledge of identity verification, digital signatures, or authentication technologies is a plus.


• Professional certifications related to technology or customer success is a plus.


• Bachelor's degree in Computer Science, Information Technology, or related field is a plus

ABOUT VIDA

We have 7.5 billion people on Earth, of which over 1 billion cannot securely prove their identity right now.

Every year, 140 million babies are born, of which 40 million go unregistered.

Simply put, these people are deprived of social benefits, such as education and health, their civil rights to vote and travel; and are excluded from the economy because they cannot sign up for bank accounts, loans, welfare programs, etc. We believe this is unacceptable and needs to change.

At VIDA, we are creating a frictionless digital identity system. One that fulfills the needs and expectations of our times, and is available anywhere, for everyone.

Why are we solving this problem?

The United Nations (UN) and World Bank ID4D initiatives aim to provide everyone on the planet with a legal identity by 2030. This deadline is just 9 years away, we are expecting a digital identity to be a legal human right by then and we at VIDA want to be pioneers in leading this change.

Who are we?

We are a highly driven bunch of people to solve this problem for our own reasons. Whether it is to solve for misleading doctors, or because we didn’t get access to fair ration due to corruption - Our collective goal aligns.

Other things that we care about

• Our mission is to enable trust, so what we do is pretty serious stuff – we work hard and we have audacious goals. We balance it through humor and making sure we have fun at work. We take our work seriously, but we don’t take ourselves too seriously.


• We are a startup so at times we will do things that are outside our scope. We do it to learn but we also do it because it takes a village.


• We believe feedback is a gift and should be given freely, constructively, and in a respectful manner.


• We are accountable to many stakeholders, but first and foremost, we are accountable to our mission and each other