Customer Success Specialist
Skills
Job description for Customer Success Specialist at Impact
About Impact
Impact is a technology and management consulting company with the vision to grow Indonesia’s economy through technology, data, education, and community. We believe there is so much potential for Indonesian businesses to grow if businesses receive the right data, tools, and guidance.
We are a lean company (and will continue to be) with a flat organizational structure, yet we wish to maximize our impact for our nation and eventually the world. Therefore our philosophy is to be (and we are looking for people who are) data-driven, able to identify the real pain points (which is surprisingly hard), and can come up with out-of-the-box yet practical permanent solutions.
Data, brainstorming, and research are essential to live what we preach, so people who are open-minded, goal-oriented, independent yet good team players, humble, and have clear vision and tenacity tend to fit us better. Somehow, people who care about social impact also tend to fit us better, although we still don’t know why.
About the Role
As our Customer Success, your main goal is focused on customer retention by assisting our clients to achieve product success in the implementation process for their internal business system. You will also be responsible for maintaining customer relationships and ensuring customer satisfaction in their journey with Impact.
This role is suitable for you if you are looking to develop your customer engagement skills in business software. You will learn practical, hands-on experience (not just theories) since you will be exposed to business owners of small to medium-sized businesses.
Life at Impact
You will work in cross-functional teams and meet great people regularly from diverse backgrounds. We work in an open environment where there are no boundaries or power distance. Everyone is encouraged to speak their mind, propose ideas, influence others, and continuously grow themselves.
Responsibilities:
- Develop and maintain good customer relationships by sharing best practices on achieving product success
- Respond to client inquiries and concerns to improve the customer experience journey
- Work collaboratively with internal teams to identify solutions and resolve customer issues
- Responsible for tracking customer experience analytics to understand user behavior and usage
- Proactively conduct annual checks to ensure customer satisfactions or identify any renewal risks
- Provide insights and suggestions for product development from various resources of customer feedback (survey, meeting, report, etc)
Qualifications:
- Bachelor/MS graduate from Business or related major with minimum GPA 3.5 out of 4.0
- Min 1-2 years of experience in Customer Success, Relationship Manager, Project Management, Business Analyst or similar role
- Experienced handling Medium to Enterprise customers in a startup tech company are preferred
- Passionate about customer experience and concerns regarding the products
- Deep understanding of enterprise software implementations (ERP/SaaS/HRIS)
- Must have traits: Data-driven, out-of-the box thinking, growth mindset, good communication skills
What's Great About the Job?
- Interesting projects and people: Your objective is to providing solutions and value to the directors of SMEs
- Large apps scope: CRM, MRP, Accounting, Inventory, HRM, Project Mgt, etc.
- Direct coordination with functional consultants for qualification and follow-ups.
- Great team of smart people, in a supportive, casual, and open working culture
Learn more about us
Visit our website impactfirst.co
About the company
Impact is a technology and consulting company specializing in digital transformation with the vision to grow Indonesia's economy by helping businesses and the workforce through software, data, education, and community.
We are a lean company (and will continue to be) with a flat organizational structure, yet we wish to maximize our impact for our nation and eventually the world. Therefore our philosophy is to be (and we are looking for people who are) data-driven, able to identify the real pain points (which is surprisingly hard), and can come up with out-of-the-box yet practical permanent solutions.
Data, brainstorming, and research are essential to live what we preach, so people who are open-minded, goal-oriented, independent yet good team players, humble, and have clear vision and tenacity tend to fit us better. Somehow, people who care about social impact also tend to fit us better, although we still don’t know why.
Office address
Soho Podomoro City, Jl. Letjen S. Parman No.Kav. 28, RT.13/RW.4, Tj. Duren Sel., Kec. Grogol petamburan, Jakarta, Daerah Khusus Ibukota Jakarta 11470
