Customer Success Executive (B2B)

Cartrack; Jakarta Pusat; On-site; IDR 111,600,000 - 200,880,000; Full time

Job summary

Cartrack is seeking a proactive Customer Success Executive (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction and retention. The role is based in Jakarta, focusing on proactive engagement with clients and ensuring long-term success.

The successful candidate will serve as the primary contact for assigned B2B clients, provide first-level support, coordinate repairs, and collaborate with internal teams to meet service levels while exploring

Qualifications

• 3–5 years of experience in Customer Success or related B2B role.
• Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.
• Proficient with Microsoft Excel and has analytical/reporting skills.
• Excellent problem-solving and relationship management abilities.
• Strong written and spoken English communication.
• Able to work in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for assigned B2B clients via phone and email.
• Provide first-level technical support and follow up on customer cases, system-related issues, non-streaming units, and service requests.
• Monitor daily fleet repair activities and ensure follow-up on vehicles listed as non-streaming.
• Coordinate repair appointments for vehicles in operation.
• Collaborate with internal departments to resolve issues within agreed service levels.
• Build strong relationships with existing customers by delivering end-to-end support while driving retention, upsell and cross-sell opportunities.
• Maintain accurate records of customer interactions, follow-ups, and resolutions.

Skills

Customer Success

Account management

Excel

Communication

English fluency

Tools

Microsoft Office

Job description

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries. We are looking for a proactive and customer-focused Customer Success Executive (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction, retention, and long-term success.

Key Responsibilities

• Serve as the primary point of contact for assigned B2B clients, handling customer inquiries and service requests via phone and email.
• Provide first-level technical support and proactively follow up on customer cases, system-related issues, non-streaming units, and outstanding service requests.
• Monitor daily fleet repair activities and ensure timely follow-up on vehicles listed as non-streaming.
• Contact customers to troubleshoot non-streaming units and coordinate repair appointments for vehicles in operation.
• Work closely with internal departments to elevate issues and ensure prompt resolution within agreed service levels.
• Build strong relationships with existing customers by delivering end-to-end customer support while driving customer retention, upselling, and cross-selling opportunities.
• Maintain accurate records of customer interactions, follow-ups, and resolutions to ensure excellent service delivery.

Requirements

• 3–5 years of experience in Customer Success, Customer Service, Customer Retention, Key Account Management, or a related B2B customer-facing role.
• Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.
• Strong proficiency in Microsoft Office, particularly Microsoft Excel, with good analytical and reporting skills.
• Customer-focused with excellent problem-solving and relationship management abilities.
• Strong verbal and written communication skills, with the confidence to engage professionally with corporate clients.
• Able to communicate effectively in English, both spoken and written.
• Highly organized, proactive, self-motivated, and able to work collaboratively in a fast-paced environment with a positive attitude.