Customer Success Officer

Koltiva; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Flexible hours

Paid maternity / paternity leave

Job summary

Koltiva is seeking a Customer Success Officer in Indonesia to ensure excellent service across our web and mobile applications. You will onboard new clients, support users, and manage small SaaS projects, acting as the day-to-day strategic advisor for clients and translating product value into measurable outcomes.

You will drive adoption of new features, assist with training, handle inquiries via email, chat, and calls, and coordinate with product teams to translate requirements.

Qualifications

• Bachelor’s degree in related field (Agronomy/Business/IT/CS).
• Tech-savvy with mobile and web applications.
• Minimum 2 years in customer success, account or project management.
• Familiarity with commodity sectors is advantageous.
• Experience in multinational tech startups is a plus.
• Strong problem-solving and communication skills.
• Willing to travel across locations.
• Proficient in Office365 (Teams, Excel, PowerPoint).

Responsibilities

• Be the client’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Koltiva.
• Handle client success and satisfaction, managing SaaS projects, promoting the product's value, and strengthening the company's business presence in Indonesia.

Skills

English proficiency

Communication skills

Time management

Problem solving

Travel willingness

Education

Bachelor’s degree in related field

Tools

Office365

TEAMS

Excel

PowerPoint

Job description

At Koltiva, we embodied honest, open, and upfront communication. We always seek and continuously improve existing tech solutions while focusing on our business users. Here, delivering value and making an impact on our customers while insisting on great standards are what we are aiming for.

Who is the Koltiva Customer Success Officer

Customer Success Officer is Responsible to ensureexcellent service standards, maintain customer satisfaction across all our weband mobile applications, onboard new clients, support users, and managesmall-scale projects.

What are the key responsibilities of the Customer Success Officer

• Become the client’s day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with Koltiva.
• Responsible for handling client success and satisfaction, managing Software as a Service (SaaS) projects, promoting the product's value, and strengthening the company's business presence and value in Location.
• Support product/feature handover process from the development team to business users, including specific user training in the field.
• Drive adoption and usage of new products and features. Going the extra mile for each customer is part of the job.
• Proactively offer solutions and resources to enhance the customer experience.
• Assist customers and users with their questions, inquiries, and complaints through emails, calls, and other communication channels.
• Ensure customer satisfaction and provide professional customer and user support.
• Assist in the process of translating documents and product requirements.
• Communicate internal initiatives/improvements from the teams in Indonesia with clients in the region.
• Accountable for Partner onboarding setup for Regular SaaS Clients (actual work to be done by Product Operations)
• Responsible as Tier-1 Support: Deliver and execute the support function to customer with their questions, enquiries, and complaints in Chat, e-Mail, call, centralized into the internal ticketing system (e.g. Freshdesk, Jira)
• Follow up tasks to any assigned person on the next Tier(s) of Support to ensure that tickets can be closed within the SLA

What are the requirement of the Position?

Bachelor’s Degree in Agronomy, Business,Information Technology, and Computer Science or related field.

Technology savvy, with knowledge of mobile and webapplications.

Minimum 2 years of experience as a customersuccess, account manager, project manager, or salesperson from a softwareservice company.

Familiarity with various commodity sectors isadvantageous.

Previous experience in tech startups in amultinational environment is a plus.

Strong problem-solving and communication skills.

Excellent time management and initiative.

Willing to travel across Locations.

Proficient in Office365, especially TEAMS, Excel,and PowerPoint.

Excellent in English.

Benefits and perks of working with Koltiva include:

Family benefits: Paid maternity / paternity leave

Lifestyle: Casual dress code, Flexible hours, Hybrid

Welfare: Health insurance

Miles Coworking Space, Jl. Jambu, Losari, Ujung Pandang, Makassar, South Sulawesi, 90113, Indonesia