Deskripsi Pekerjaan
Are you passionate about building lasting relationships and driving product adoption? TechNova Solutions Indonesia is seeking a talented Customer Success Manager to join our growing team in Medan.
As a CSM, you will be the bridge between our innovative technology and our valued clients. You will ensure our customers achieve their desired outcomes, fostering loyalty and maximizing their lifetime value. If you are a proactive problem-solver with a knack for strategic communication, we want to hear from you.
Why Join Us?
- Competitive salary package and performance bonuses.
- Hybrid work model with flexible hours.
- Opportunity for rapid career growth in a fast-paced tech environment.
- Modern office located in the heart of Medan.
Tanggung Jawab
- Manage and nurture a portfolio of key client accounts in Sumatera Utara, acting as the primary point of contact.
- Conduct comprehensive onboarding sessions for new clients to ensure a seamless transition and immediate product value.
- Monitor account health scores and proactively address potential churn risks through strategic intervention.
- Drive customer retention and growth by identifying upsell and cross-sell opportunities aligned with client needs.
- Facilitate Quarterly Business Reviews (QBRs) with stakeholders to review progress, share insights, and align on future goals.
- Collaborate closely with Product, Sales, and Support teams to resolve complex client issues and improve overall service delivery.
- Gather, analyze, and relay customer feedback to help shape our product roadmap.
Kualifikasi
- Minimum of 3 years of experience in Customer Success, Account Management, or Sales Support within a B2B SaaS or technology company.
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Strong communication skills (verbal and written) in both Indonesian and English.
- Proficiency in using CRM tools (e.g., Salesforce, HubSpot, Zoho).
- Demonstrated ability to build rapport with clients and manage expectations effectively.
- Strong analytical skills with the ability to interpret data and drive action plans.
- Valid driving license (SIM A) is preferred for client site visits.