Customer Success Specialist (Mekari Talenta)

Mekari; Jakarta Pusat; On-site; IDR 200,880,000 - 267,840,000; Full time

Benefits offered by this job

Competitive salary

Private health insurance

Flexible working hours

Remote work culture with co-working

Job summary

Mekari is Indonesia's leading SaaS company helping businesses progress through Talenta, Jurnal, KlikPajak and Qontak. We are seeking a Customer Success professional to nurture relationships, drive product adoption, and ensure client satisfaction.

Join a dynamic team that collaborates across product and sales to renew contracts, expand modules, and deliver exceptional service. A flexible, remote-friendly culture with on-site collaboration is offered.

Qualifications

• Experience in Customer Success, HR Operations, or HR consulting with a track record of improving customer satisfaction and adoption.
• Strong domain knowledge of HR functions (payroll, attendance, tax, benefits, admin).
• Excellent problem solving and consultative skills.

Responsibilities

• Maintain high levels of customer engagement including on-site meetings.
• Drive product adoption and act as the voice of clients.
• Spot and fix issues affecting satisfaction, retention, or HR operations.

Skills

Customer mindset

Account management

Client communication

Problem solving

Learning agility

Job description

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. Our mission is to empower businesses and professionals to progress effortlessly. Our products (Mekari Talenta, Mekari Jurnal, Mekari KlikPajak, & Mekari Qontak) have been used by tens of thousands of businesses in Indonesia.

To reach millions, we need more people like you: entrepreneurs, builders, owners inside the company who are eager to grow at scale. Join us to empower more businesses with technology.

Job Responsibilities:

• Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and loyalty.
• Work with your accounts proactively to drive product adoption as well as act as the voice of clients.
• Proactively spot and correct any issues that could affect customer satisfaction, retention, or HR operational success.
• Facilitate periodic reviews with customers, determining new requirements and driving success through engaging, consultative discussions on HR workflows.
• Continually gather feedback from our clients, then work directly with our product team to provide input on the Talenta product roadmap.
• Monitor & handle product renewal and retention, including expansion to upsell modules to achieve company OKRs.

Requirements:

• 1+ years of relevant experience; HR, Payroll, or HRIS background is highly preferable (having prior HR operational knowledge is a strong plus).
• Prior experience in managing corporate accounts or handling client-facing consultations.
• You're driven: No one needs to push you to excel; it's just who you are.
• Eager to learn, adapt, and perfect your work; you seek out help and put it to good use.
• You want to help and serve our customers: They win, so you win.

Qualifications:

• Prior experience in Customer Success, HR Operations, HR Consulting, or an equivalent history of increasing customer satisfaction and adoption.
• Strong domain understanding of HR functions (e.g., payroll processing, attendance, tax, benefits, and employee administration).
• Process-driven, empathetic, and a great communicator.
• Excellent problem-solving abilities and consultative skills.
• Loves working with clients and thrives on customer satisfaction and loyalty.
• Ability to work collaboratively with technical and non-technical teams.
• Outstanding communication and presentation skills; ability to present to HR leaders and C-level executives.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

What You Will Get:

1. Competitive salary + daily allowance.
2. Premium private health insurance (outpatient, inpatient, maternity, dental).
3. Early access to salary + flex installment (employee loan) via Mekari Flex.
4. Allowance for sports activities and glasses/contact lenses.
5. Flexible working hours and remote work culture with free co-working space services.
6. Annual and unpaid leaves from day 1 of join date + unlimited sick leave with doctor note.
7. Notebook Ownership Program.
8. Strategic office location, accessible by MRT.
9. Friendly and dynamic work environment.
10. Opportunity to take part in growing Indonesia's no. 1 SaaS company

Don't forget to check our Recruitment FAQ at https://bit.ly/FAQMekariRecruitment [ENG] or https://bit.ly/FAQRekrutmenMekari [INA] to find the answers to commonly-asked questions regarding our recruitment process.

We wish you the best. Hope to see you around soon!