Customer Success Consultant

Coohom; Jakarta Pusat; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

Coohom is seeking a customer operations specialist to manage the international home furnishing SaaS business. You will coordinate daily communications with customers across Southeast Asia, troubleshoot issues, and align internal and external resources to deliver high-quality service.

You will deepen relationships through regular contacts and visits, identify needs, propose exclusive project plans, and drive renewal and value-added services.

Qualifications

• English can be used as a working language, additional languages are a plus.
• Experience in startup environments is preferred.
• Experience in multinational company settings is beneficial.
• Strong initiative, learning ability, teamwork and responsibility.

Responsibilities

• Undertake operation of the international home furnishing SaaS business, coordinating daily communication, maintenance, troubleshooting, and needs collection.
• Increase customer stickiness and satisfaction through regular communication, visits, and relationship management.
• Understand customer status, mine needs, provide professional project plans, and promote deep cooperation and customer success.
• Renewals management and tapping value-added service opportunities on a daily basis.
• Possess data analysis ability to track indicators, locate problems, propose solutions, and analyze user behavior.
• Maintain product awareness and guide product updates and landing on the market.

Skills

English working language

Startup experience

Multinational experience

Communication

Job description

Job Responsibilities

• 1. Responsible for undertaking the operation of the international home furnishing industry SaaS business imported by the sales department (currently mainly in Southeast Asia), including daily communication and maintenance,troubleshooting,collection of needs and problems, etc., and actively coordinate internal & external resources to provide customers with high-quality services;
• 2. Through regular customer communication, customer visits and other operational means, increase customer stickiness, improve merchants' satisfaction, and maintain a good cooperative relationship;
• 3. In-depth understanding of customer status, mining customer needs, providing customers with professional and exclusive project implementation plans, guiding customers to reach in-depth cooperation, and promoting customer success;
• 4. Responsible for customer renewal, guide or tap customer needs for value-added services on a daily basis;
• 5. Have a certain data analysis ability, be responsible for various indicators such as the activity of customer tools, locate customer problems through data, propose solutions, analyze operational effects, and track user behavior;
• 6. Have sufficient product awareness, be able to guide and promote product updated iteration, and promote product landing.

Requirements

• 1. English can be used as a working language, in addition to mastering another language is better; working experience in startup and multinational company is preffered;
• 2. Strong logical thinking, big-picture view, goal oriented with good process management methods and habits;
• 3. Experience in consumer behavior research is preferred; data and product experience are preferred;
• 4. Strong initiative, strong learning ability, innovative consciousness and can be applied in work; patience, service consciousness and sense of responsibility to customers, strong ability to withstand pressure; willing to share, good at teamwork.