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A leading company in the tech industry is seeking a Customer Success Manager based in Jakarta Timur. In this role, you will be responsible for nurturing key customer relationships, driving product adoption, and ensuring high customer satisfaction through effective communication and tailored solutions. Ideal candidates have a background in key account management, excellent communication skills in English and Mandarin, and a strong understanding of customer experience principles.
General Responsibilities:
1. Communicate effectively to set customer expectations and influence outcomes.
2. Act as a customer advocate and ensure smooth handoffs to/from internal teams.
3. Proactively reach out to customers to touch base on key customers
4. Support account management in conjunction with sales, operations and management.
5. Flag churn risks and proactively engage with sales, operations and management.
6. Drive high customer satisfaction.
7. Ensure smooth and clear handoffs to/from internal teams post implementations
8. Work cross-functionally to provide timely updates and resolutions to customers.
9. Generate monthly report and conduct monthly meeting with the customers on regular basis
In-Depth Responsibilities:
1. Follow up on post implementation tasks and connect them to customer goals.
2. Develop and track Customer Success Plans.
3. Drive product and process adoption by understanding customer usage trends.
4. Provide customer education on our company products and provide solutions for customers’ needs
5. Actively gather customer feedback and provide it to relevant teams.
6. Identify feedback trends and drive process improvements for key accounts.
7. Engage key stakeholders to ensure adherence to procedures and policies.
8. Document and communicate issue resolutions and improvement plans.
9. Manage delivery of Operational Survey Reviews and support follow-up actions.
Requirements: