Customer Success Consultant Indonesia

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

amIT Global Solutions Sdn Bhd is seeking a customer success professional to manage operations of international home furnishing SaaS in Southeast Asia and coordinate with sales and product teams. You will communicate with customers, renewals, collect feedback, analyze usage data, and drive adoption while maintaining high service quality.

Ideal candidates have English proficiency, startup/ multinational experience, strong analytical skills, and teamwork orientation to enhance customer success and

Qualifications

• English can be used as a working language and another language is a plus.
• Experience in startup and multinational company environments is preferred.
• Strong logical thinking and goal-oriented mindset with good process management.
• Data analysis, product awareness, and customer service skills are valued.

Responsibilities

• Undertake operation of international home furnishing SaaS business in Southeast Asia. Communicate daily with customers, troubleshoot, and coordinate internal & external resources.
• Increase customer stickiness and satisfaction through regular communication and visits; maintain strong relationships with merchants.
• Identify customer needs, propose exclusive project plans, guide deep cooperation, and promote customer success.
• Manage customer renewals and explore value-added services with customers.
• Analyze usage data and indicators to locate problems, propose solutions, and track outcomes.
• Contribute to product updates and ensure smooth product landing and iteration.

Skills

English

Startup experience

Multinational experience

Logical thinking

Process management

Data analysis

Product awareness

Teamwork

Customer service

Job description

Responsibility:

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.

Qualifications:

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.