Customer Success Manager

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Oversee the implementation of the platform, including setup and fine-tuning.

• Cultivate and maintain extensive knowledge of the Onclusive Social solutions to establish yourself as the technical expert.

• Understand the common business challenges faced by our clients to effectively align use cases and features with the Onclusive Social product suite.

• Conduct platform troubleshooting and quality assurance with clients via email, live chat, or screen-sharing tools.

• Track key performance indicators across designated client portfolios to ensure satisfaction, adoption, usage, and ultimately, the likelihood of renewal.

• Provide support during kickoff meetings and strategic business reviews with clients.

• Familiarity with AI tools and automation platforms is highly advantageous.

• Proactively identify potential issues that may affect a project and collaborate with internal resources to address and resolve them.

• Gather feedback and expectations from clients regarding product development and communicate it to the Product Management team to ensure the voice of customers is reflected in the product roadmap.

• Facilitate functional training sessions on the platform once you have mastered all aspects of the Onclusive Social platform.

⛳️ Requirements

• 2-3 years of experience in client support for enterprise solutions or in a customer-facing role within a data or startup environment.

• Full professional fluency in English is a mandatory requirement.

• A 2 or 3-year college degree or its equivalent is required.

• Subject matter expertise in one of the following areas: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, or Account Management.

• Exceptional writing and communication skills, complemented by strong presentation abilities.

• A positive attitude, competitive spirit, confident demeanor, well-developed persuasive skills, and a customer-focused approach.

• Proven success in customer support and retention.

• Strong technical proficiency.

• Proactive approach, exceptional work ethic, and a strong desire to learn.

🏝️ Benefits

• Competitive salary and a comprehensive benefits package.

• Hybrid working model within a passionate team.

• Company commitment to wellbeing and work-life balance, offering flexible working arrangements and mental health support.

• Access to professional development platforms like LinkedIn Learning and Coursera to support continuous growth.

• Virtual training sessions with external providers tailored to meet learning needs.