Head of Customer Experience

Pawoon

  • South Jakarta, Indonesia
    6th, Jalan Professor Doktor Satrio, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
    Indonesia
  • Full time
Posted 15 days ago and deadline of application is on 6 Feb
Recruiter was hiring 3 hours ago

Head of Customer Experience

Pawoon

Job Description

  • Set the overall vision and strategic plan to maximise customer success
  • Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders
  • Provide proactive support to clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal
  • Provide ongoing support to clients, responding to their queries
  • Drive upselling and revenue expansion in conjunction with the sales/account management team
  • Recruit, nurture and inspire a superstar customer success team
  • Play a primary role in shaping the product roadmap based on customer feedback
  • Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
  • Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements

Minimum Qualifications

  • Minimum of 4 years sales/customer success/account management experience, ideally within a Start-up/ financial services environment
  • Experience in managing and nurturing a team
  • A true passion for customers - fanatical about getting them the right outcomes and becoming their advocate
  • Passionate, proactive self-starter that is self-directed and able to solve problems and execute independently
  • Strong team spirit and able to work effectively in collaboration with others, coordinating across teams and building consensus

Perks and Benefits

  • Flexitime Flexitime
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Transportation Allowances Transportation Allowances

Required Skills

  • Performance Management and Coaching

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Often 
Office Address
16th, Jalan Professor Doktor Satrio , South Jakarta, DKI Jakarta, Indonesia
Industry
Information Technology / IT
Vacancy
1 opening
Website
https://www.linkedin.com/company/pawoon/

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About Pawoon

Pawoon (founded in 2014) is a technology company based in Jakarta, Indonesia. It offers cutting-edge cloud-based point of sales (POS) solution for Small to Medium Enterprises (SMEs). Pawoon aims to provide a best-in-class platform for managing SMEs'​ business in an efficient, productive and simpler way. Through technology, Pawoon believes that every business can achieve their success by innovating and becoming more than just a POS tool for more than 16 Million SMEs in retail industry. We are now expanding our team to support SMEs in other cities such as Bandung, Surabaya, Bali and will be more. We are offering excellent opportunities for creative, dynamic and ambitious people while developing their talents and career. Be part of our challenging and exciting road of Indonesia SMEs revolution with technology. What’s it like working at Pawoon? We exist with the mission to help small businesses to grow and be more productive. Working at Pawoon is a fun yet challenging experience, where you will learn to experience first hand, what it is like to deliver a product that has meaningful impact to the economy and life in general. Our team is diverse and very well-versed in their respective fields. All are committed to achieve the same goal of empowering millions of Small Businesses. You will be the expert of your own field, no micro management, and you get to decide what's the best course of actions for the company. Flexible working hour and attractive packages are surely provided.