Deskripsi Pekerjaan
Are you a strategic thinker with a passion for building lasting professional relationships? Prasetia Dwidharma is seeking a high-energy and dedicated Customer Success Manager (CSM) to join our growing team in Kemayoran, Jakarta. As a CSM, you will be the bridge between our innovative solutions and our valued clients, ensuring they achieve maximum value and success from our services.
Prasetia Dwidharma is a multifaceted organization with a strong presence in telecommunications infrastructure and technology investment. In this role, you won't just be managing accounts; you will be acting as a trusted advisor, helping our partners navigate technical landscapes and scale their operations. We are looking for someone who thrives in a fast-paced environment and possesses the empathy required to understand client pain points deeply.
Your primary goal will be to drive customer loyalty, increase retention rates, and identify opportunities for growth. If you have a background in account management or customer service and are looking to take the next step in a tech-forward company, we want to hear from you. Join us and contribute to a culture of excellence, innovation, and client-centricity.
Tanggung Jawab
- Serve as the primary point of contact for clients, managing the relationship from post-onboarding through the entire customer lifecycle.
- Develop a deep understanding of customer business goals and ensure our solutions are aligned to help them achieve those KPIs.
- Monitor customer health scores and proactively intervene when accounts show signs of churn or dissatisfaction.
- Conduct regular business reviews to present performance data, gather feedback, and discuss strategic improvements.
- Collaborate closely with the sales and product teams to identify upselling and cross-selling opportunities within the existing portfolio.
- Advocate for the customer internally by providing actionable feedback to the product team based on user experiences and requirements.
- Manage the renewal process and ensure high levels of customer retention and satisfaction.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related technical field.
- Minimum of 2-3 years of experience in Customer Success, Account Management, or a high-touch Customer Service role.
- Exceptional interpersonal and communication skills, with the ability to explain complex concepts to diverse stakeholders.
- Strong analytical skills with a data-driven approach to problem-solving and client management.
- Proficiency in CRM software (such as Salesforce or HubSpot) and office productivity tools.
- Proven ability to manage multiple projects simultaneously while maintaining high attention to detail.
- Fluency in both Indonesian and English (written and verbal) is highly preferred.
- A proactive mindset with a strong sense of ownership and accountability.