Deskripsi pekerjaan
Strategic Customer Success Manager bertanggung jawab untuk mengelola dan memperkuat hubungan strategis dengan pelanggan, khususnya di sektor perbankan dan lembaga keuangan non-bank. Peran ini bertindak sebagai 'Voice of Customer' di internal perusahaan, menerjemahkan wawasan pelanggan menjadi rekomendasi yang dapat ditindaklanjuti oleh manajemen. Anda akan secara proaktif mengidentifikasi kekhawatiran pelanggan, masalah kritis, risiko yang muncul, dan kebutuhan yang belum terpenuhi di luar dukungan operasional harian. Posisi ini berfokus pada pemahaman mendalam tentang lingkungan bisnis pelanggan untuk membangun kemitraan jangka panjang yang saling menguntungkan.
Tanggung jawab: Build and maintain strong, trusted relationships with key customers and stakeholders; Establish regular communication with customer stakeholders to understand their business priorities, concerns, expectations, and overall satisfaction; Conduct regular customer check-ins, business reviews, and strategic discussions; Develop a clear understanding of each strategic customer's business environment, priorities, and challenges; Act as a strategic point of contact between customers and the company; Proactively identify customer concerns that may not yet be formally raised through the Support channel; Conduct structured probing and discussions to uncover the root cause behind customer concerns, rather than focusing only on reported symptoms.
Tanggung jawab
- Build and maintain strong, trusted relationships with key customers and stakeholders
- Establish regular communication with customer stakeholders to understand their business priorities, concerns, expectations, and overall satisfaction
- Conduct regular customer check-ins, business reviews, and strategic discussions
- Develop a clear understanding of each strategic customer's business environment, priorities, and challenges
- Act as a strategic point of contact between customers and the company
- Proactively identify customer concerns that may not yet be formally raised through the Support channel
- Conduct structured probing and discussions to uncover the root cause behind customer concerns, rather than focusing only on reported symptoms
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Rp 15.000.000 – Rp 20.000.000 per month