Customer Success Manager (Bali)

Exely; Provinsi Bali; Remote; IDR 996.015.000 - 1.328.022.000; Full time

Job summary

A global IT company in Bali is seeking a Customer Success Manager to enhance client revenue. This role involves client engagement, proactive marketing, and supervising performance metrics. Candidates should have at least 1 year of related experience and possess strong communication skills in Indonesian and English. The position offers competitive salary, remote work, and a dynamic team environment.

Benefits

Competitive salary based on experience

Commissions based on KPI

Laptop, headset, and mobile phone for work

Dedicated training manager

Business trips covered around Indonesia

Online & Offline camps, workshops, and gatherings

Qualifications

• At least 1 year of experience in Account Management/Sales/Revenue management/Customer Success.
• Experience in OTA/Hotels is a great advantage.
• Knowledge of revenue structure for hoteliers is beneficial.

Responsibilities

• Be the primary contact for local clients in Indonesia.
• Evaluate client performance and provide suggestions for enhancement.
• Arrange and hold frequent check-ins and quarterly business reviews.

Skills

Strong communication skills in Bahasa Indonesia and English

Proactive relationship building

Strong analytical skills

Tools

CRM software

Excel

Power BI

Helpdesk systems (Zendesk, Omnidesk, Jira)

Job description

Exely is a global IT company specializing in online solutions and websites for the hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 3500 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages, providing an exceptional possibility to share global exchange experience.

Our team is growing rapidly in the APAC region and are looking for 01 Customer Success Manager to increase revenue of our clients (hoteliers) in Bali, Indonesia.

As a Customer Success Manager, you will:

• Be the primary contact for local clients in Indonesia, addressing any queries or issues early on;
• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;
• Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients;
• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;
• Work with the current customer base proactively to boost direct online sales;
• Keep focus on revenue strategy and help partners in achieving high results;
• Participate in local events and be engaged in proactive marketing activities such as webinars, exhibitions, and business breakfasts with partners;
• Work in a global team and have a good opportunity to exchange experience and implement the best practices in life;
• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;
• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients.

Hiring Process

HR Screen with Recruiter → Test task → Professional Interview with Hiring Managers.

Possible career path: Business Development Manager or Account Manager.

Requirements:

• Based in Bali, Indonesia;
• Able to work in the office: Komplek Kunti, Jl. Kunti II No.67, Seminyak, Kec. Kuta, Kabupaten Badung, Bali 80361
• At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines;
• Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage;
• Knowledge of revenue structure of hoteliers would be a great advantage;
• Strong communication skills, both written and verbal Bahasa Indonesian and English;
• Very proactive, able to build strong relationships with clients;
• Strong analytical skills;
• Comfortable with CRM and computer software (Excel, Power BI);
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).

Benefits:

• Competitive salary based on your experience;
• Commissions based on KPI;
• It's a remote full-time job with working hours 09AM-6PM (timezone where you are located in);
• Laptop, headset, and mobile phone for work;
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
• The start-up environment is fast-paced and constantly growing, with full support from our established international team;
• The company covers business trips around Indonesia;
• English Speaking Club with colleagues from around the world;
• Online & Offline camps, workshops, and gatherings;
• Network with colleagues from all over the world (Random Coffee Program).