Senior Customer Success (B2B SaaS)

Cartrack Technologies Indonesia; Jakarta Utara; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

Cartrack Technologies Indonesia is seeking an experienced Customer Service professional to support B2B clients and boost satisfaction and service quality.

You will act as the primary contact for key accounts, provide first-level technical support, coordinate repairs, and drive retention and upselling within a global SaaS telematics platform.

Qualifications

• 5-8 years of experience in customer service or retention roles.
• Experience in SaaS, automotive, or telematics preferred.
• Strong MS Excel and analytical/presentation abilities.
• Excellent verbal and written communication with corporate clients.
• English proficiency required.

Responsibilities

• Serve as the primary contact for key B2B accounts via calls and email.
• Provide first-level technical support and follow up on cases.
• Monitor fleet repair activities and manage non-streaming units.
• Arrange repair appointments and coordinate with internal teams.
• Deliver end-to-end customer care, including retention and upselling.

Skills

Customer service

Retention

Key account management

Microsoft Excel

Analytical skills

Presentation skills

Communication skills

English proficiency

Job description

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries, seeking an experienced Customer Service professional to support B2B clients and enhance customer satisfaction and service quality.

Key responsibilities

Act as the primary point of contact for key B2B accounts, handling inquiries and service requests via inbound calls, as well as email correspondence.

Provide first-level technical support and proactively conduct outbound calls to follow up on cases, system issues, non-streaming units, and customer requests.

Monitor fleet repair activities daily and ensure compliance with the fleet non-streaming list.

Contact customers to investigate non-streaming units and arrange repair appointments for vehicles in active operation.

Coordinate and elevate issues to relevant internal teams, ensuring timely follow-up and resolution.

Deliver end-to-end customer care support, including customer retention, upselling, and cross-selling to existing clients.

About you

5-8 years of relevant experience in customer service, retention, or key account management; experience in SaaS, automotive, or telematics is preferred.

Proficient in Microsoft Office, especially Excel, with strong analytical and presentation skills.

Customer-centric and solution-oriented, with strong problem-solving capabilities.

Excellent verbal and written communication skills, with the ability to engage effectively with corporate customers.

Able to communicate clearly and professionally in English.

Proactive, organized, and self-motivated team player with a positive, can-do attitude.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Indonesia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How would you rate your English language skills?
• How many years' experience do you have as a Retention Specialist?

Computer Software & Networking 101-1,000 employees

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.

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