Sr Customer Success Executive (ID)
SalesCandy
- Central Jakarta, IndonesiaCentral Jakarta, DKI Jakarta, IndonesiaCentral JakartaDKI JakartaIndonesiaIndonesiaTELECOMMUTE
- IDR 13,000,000.00 - IDR 16,000,000.00 / yearIDR130000001600000013000000YEAR
- Full timeFULL_TIME
Expired 6 months ago
2023-10-24T07:34:55.274917+00:00Job closed.
Job Description
Reporting
- Head of Customer Success
Key Accountabilities
- Onboarding account & training users
- User support
- User's adoption of new or under-utilized features
- Defining and monitoring customer success
- Account renewal billing
- Account analytics
- UAT
Key Responsibilities
- Provide the first level of troubleshooting and support to end-users, over the phone, email, WhatsApp, Viber, Line, and trouble ticket
- Submit discovered bug to the developer once confirmed that it is not a feature. Work with the end-user to replicate the bug and to document the steps required to replicate the bug during the bug submission.
- Daily follow-up of overall open tickets, issues, and complaints from the clients
- To verify that the bug is replicated and fixed by Technical Team before closing the trouble ticket
- To do the system testing to verify the fixed bugs
- Onboarding of new corporate clients, including completing onboarding checklist with the client, setting up and configuring the account from the backend.
- Provide on-site or teleconference training to the clients
- Provide daily onboarding coaching for new clients upon
- To establish and manage the relationship with the clients assigned to you
- Routine monitoring (daily for new accounts and monthly for existing accounts) of the client’s dashboard to ensure that SalesCandy makes the full impact on the client’s closing rate.
- Conduct quarterly reviews with the clients to go through business insights, highlights, and lowlights, new features rolled out, and to solicit feedback and referrals.
- Renew clients before their subscriptions lapse, including the process of providing a quotation, invoicing, and following up on payments.
- Document FAQ and new features on SalesCandy Support, our knowledgebase.
Minimum Qualifications
- Standard: 2 to 3 years of experience as Customer Success Executive.
- Possess excellent communication skills in English & Bahasa Indonesia.
- SalesCandy is a 100% distributed workplace. You are expected to have a conducive working environment with a satisfactory broadband connection to perform your job, at your own expense. Even though this is remote work, the base city of this position is Jakarta (Indonesia) and you are expected to be residing within commuting distance from the city and are able to attend in-person meetings and company events in this city.
Perks and Benefits
Flexitime
Work from Home
Required Skills
- Email Support
- Customer Service
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Graduated from high school
- Recruiter response to application
- Sometimes
- Office Address
- Central Jakarta, DKI Jakarta, Indonesia
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About SalesCandy
SalesCandy™ is one of the fastest growing salestech companies in Malaysia and would be growing regionally within the next couple of years. We value our people and their contributions to our success.
SalesCandy™ is a real-time Lead Management System (LMS) that was designed to instantly route leads to the salesperson’s phone. Unattended leads will be automatically rerouted to the next available salesperson after 45 seconds. After each action taken, the salesperson could update the lead status with just three simple clicks.
SalesCandy™ tracks various actionable metrics like Salesperson Available Rate, Salesperson Lead Acceptance Rate, First Response Time, Call-Through Rate, Walk-in Rate, and Closing Rate to provide full insights to the sales and marketing managers.
We are so confident that our solution will help our clients close more sales that if the clients do not see any improvement in closing sales within 60 days, we would return 100% of their money.