Senior Ems Sales & Customer Success Leader

Bizlink Group; Batam; A distancia; IDR 66.960.000 - 111.600.000; Jornada completa

Descripción de la vacante

Bizlink Group seeks a Customer Success Advocate to help customers maximize value from our digital solutions in a fully remote role based from Pekanbaru, Riau, Indonesia. You will onboard new customers, understand their goals, and guide them to success while maintaining strong relationships and reducing churn.

The role requires empathetic communication, proactive problem-solving, and the ability to explain technical concepts to non-technical users.

Formación

• Experience in customer-facing roles (CS, account management, or tech support) in tech/SaaS.
• Excellent interpersonal skills and ability to build trust with clients.
• Strong problem-solving and proactive issue resolution.

Responsabilidades

• Onboard new customers with training and setup to ensure smooth adoption.
• Understand customer goals and tailor product usage accordingly.
• Conduct regular check-ins and business reviews to drive growth.
• Serve as primary contact for assigned accounts and resolve inquiries.
• Monitor customer health metrics and intervene to prevent churn.
• Gather feedback and share insights with product and sales teams.

Conocimientos

Customer-facing experience

Communication skills

Proactive problem-solving

CRM software

Remote work adaptability

Herramientas

CRM platforms

Customer success tools

Descripción del empleo

About the Role Join our client, a leading provider of innovative digital solutions, as a Customer Success Advocate in this fully remote position, based from your home in Pekanbaru, Riau, ID. We are seeking empathetic and proactive individuals dedicated to ensuring our users achieve maximum value from our products. This role is critical in building strong, long-lasting customer relationships, reducing churn, and driving adoption. You will be the trusted advisor for a portfolio of clients, understanding their business objectives and guiding them towards success. If you thrive in a remote setting and have a passion for customer advocacy, this is the perfect opportunity to make a real impact. Key Responsibilities

• Onboard new customers, providing comprehensive training and setup assistance to ensure a smooth transition.
• Develop a deep understanding of each customer's business goals and challenges to tailor product usage and recommendations.
• Conduct regular check-ins and business reviews with clients to monitor their success and identify opportunities for growth.
• Act as the primary point of contact for assigned accounts, addressing inquiries and resolving issues promptly and effectively.
• Monitor customer health metrics and proactively intervene when risks of churn are identified.
• Gather customer feedback and relay insights to the product and sales teams to inform future development and strategy.
• Educate customers on new features and best practices to maximize their utilization of our services.
• Advocate for customer needs within the organization, ensuring their voice is heard.
• Contribute to the development of customer success resources, such as guides, webinars, and case studies.

Requirements

• Proven experience in a customer-facing role such as Customer Success, Account Management, or Technical Support, preferably within a tech or SaaS environment.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Strong problem-solving abilities and a proactive approach to identifying and resolving customer challenges.
• Proficiency in using CRM software and customer success platforms.
• Ability to understand technical concepts and explain them clearly to a non-technical audience.
• Excellent organizational and time management skills, with the capacity to manage multiple accounts simultaneously.
• A genuine passion for helping customers succeed and a commitment to delivering outstanding service.
• Must be based in or willing to work remotely from Pekanbaru, Riau, ID, with a stable internet connection.