Customer Success Manager
Hello Sehat
- South Jakarta, IndonesiaMenara Mandiri Primary Jl. Jend. Sudirman No.54-55, , 16th Floor, Jakarta, Jakarta 12190, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired a year ago
2022-12-24T17:00:00+00:00Job closed.
Job Description
- Strategically plan and develop processes to facilitate and support the achievement of the annual business plan for Care through delivering excellent customer service to our customers.
- Be the key customer point of contact for queries relating to the platform, technology and customer experience. Developing and maintaining strong relationships with all customers.
- Create and optimise onboarding processes, ensuring smooth operational flow from and between sales teams and account servicing / customer support teams.
- Actively respond to customer support requests daily and create SOPs, processes and best practices to constantly improve performance and customer satisfaction. Working to minimise customer churn.
- Continue to engage customers throughout their relationship with us to identify opportunities for upselling additional new features, functions & services.
- Collect, consolidate and communicate customer feedback internally to enable improvements to the product, service suite & value proposition presented to partners.
- At all times keep a record of your customer database and regularly report back performance numbers, customer retention, churn data & team member performance to the management team.
- Key Performance Indicators:
- Customer Satisfaction (NPS)
- Revenue Growth (upsell, crossell)
- Churn Rate of Customers
- Customer lifetime value
Minimum Qualifications
- 3-5 years in Customer Success and/or account management for B2B customers.
- A people first leader who leads by example. Building strong relationships internally with different teams and externally with our customers representing the Hello Health values.
- Excellent emotional intelligence with strong problem solving skills. The ability to understand, listen & empathize with customers to be able to translate their problems into solutions in a timely and efficient manner.
- Experience working closely with B2B customers for technology products & in the healthcare space is a plus. All experience that is customer facing is of value though.
- Strong project management and process management skills, with a proven track record of developing and implementing successful solutions to internal process & project challenges.
- An entrepreneurial minded individual who is driven to succeed with a proven track record of overcoming challenges in new and unfamiliar environments.
- A passion for service, upholding the highest quality care for partners and representing yourself and the company in line with company values.
- Strong experience selling SaaS solutions to SMEs & Enterprise customers.
- An individual with a passion for sales, customer success & problem solving who has experience in a fast paced sales organization selling SaaS products & solutions.
- Excited about change & growth - we are a fast paced and growing company and are looking for individuals who thrive in this environment of uncertainty, high risk, high reward environments.
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Sales and Marketing
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Millennium Centennial Center, GoWork Office lantai 40 Jl. Jend. Sudirman Kav. 25, Jakarta Selatan, Jakarta 12920
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About Hello Sehat
Hello Sehat hadir di Indonesia untuk menginspirasi dan membantu Anda hidup lebih sehat, lewat berbagai artikel kesehatan yang kami sajikan langsung dari ahli medis dan dokter yang terpercaya. Dapatkan informasi seputar penyakit, obat, prosedur medis, kehamilan, dan panduan gaya hidup untuk menjadi pribadi yang lebih sehat dan bahagia.