Direktur Kesuksesan Pelanggan (Customer Success Director)

Huneety Dream Jobs (Jakarta)

Jakarta

DKI Jakarta, Indonesia

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About this position

The Customer Success Director is responsible for leading and managing the customer success team to ensure client satisfaction and retention. Reporting to the Chief Operating Officer, this role involves developing and implementing strategies to drive customer success, overseeing customer onboarding and training, and collaborating with cross-functional teams to address customer needs and concerns.

Responsibilities

• Develop and implement customer success strategies and initiatives to drive customer satisfaction and retention.
• Build and maintain strong relationships with key customers, understanding their needs and business objectives.
• Collaborate with cross-functional teams to ensure smooth onboarding and implementation of products and services.
• Provide guidance and support to the customer success team, ensuring they have the resources and training necessary to manage customer accounts effectively.
• Monitor customer health and proactively identify opportunities for upselling and cross-selling.
• Conduct regular business reviews with customers to assess their satisfaction and identify areas for improvement.
• Act as a point of escalation for customer issues and ensure timely resolution.
• Analyze customer data and feedback to identify trends and make data-driven recommendations to improve customer success processes.
• Stay abreast of industry trends and best practices in customer success to drive continuous improvement.
• Collaborate with sales and marketing teams to develop customer success materials and contribute to the company's overall growth strategy.

Requirements

• Bachelor's degree in business, marketing, or related field
• Proven experience in customer success or account management
• Strong leadership and team management skills
• Good communication and interpersonal skills
• Deep knowledge of customer success strategies and best practices

Skills

CRM : CRM

Customer Experience (CX) : Client Rapport Customer Contact Customer Loyalty Customer Retention Customer Satisfaction Customer Support

Customer Management : Client management

Customer Service : Complaint Management

Process Improvement : Process Improvement

Sales Admin & Operations : Sales administration

Verbal Communication : Oral Communication Presentations

Written Communication : Emails Written communication