Senior Customer Experience Specialist

6 days ago

Jakarta Jakarta Indonesia Mekari Full time 50,000,000 - 100,000,000 per year

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard.

Job Description:

Customer Journey Management

  • Map and improve the end-to-end customer journey for multiple user personas (e.g., HR, operations, business owners).
  • Ensure seamless integration with other SaaS tools and data sources.

Customer Engagement & Adoption

  • Maintain strong relationships with high-value accounts to ensure product adoption and satisfaction.
  • Drive adoption of Mekari Officeless features by showcasing best practices and use cases.
  • Facilitate low-code/no-code workshops for customers to learn automation and integration capabilities.

Escalation Management

  • Act as the point of escalation for complex cases, especially those involving workflow automation and integrations.
  • Collaborate with Support, Product and Engineering to resolve recurring issues and improve platform usability.

Feedback & Product Collaboration

  • Collect, analyze, and prioritize customer feedback to influence product roadmap decisions.
  • Advocate for features that make the platform even more accessible to non-technical users.

Metrics & Reporting

  • Track and report on adoption rates, customer health scores, and NPS/CSAT trends.
  • Identify churn risks early and develop proactive retention plans.

Requirements:

Core Competencies

  • Customer Empathy – Ability to understand the needs of both technical and non-technical users.
  • Communication Skills – Strong presentation and facilitation skills, capable of explaining low-code/no-code concepts simply.
  • Problem-Solving – Quick to identify workflow issues and propose practical solutions.
  • Collaboration – Works effectively with cross-functional teams to deliver customer value.
  • Adaptability – Thrives in a fast-paced SaaS environment with evolving priorities.

Technical Competencies

  • Experience (5+ years) in Customer Success, Customer Experience, or Implementation in a SaaS or low-code/no-code environment.
  • Training Delivery – Proven experience creating and facilitating training programs for non-technical users.
  • Adoption & Retention – Strong track record of increasing product adoption and customer retention rates.
  • Low-Code/No-Code Tools – Hands-on experience with platforms such as Mekari Officeless, Zapier, AppSheet.
  • API & Automation – Understanding of API integrations and automation workflows.
  • SaaS Tools – Familiarity with CRM, HRIS, and operational SaaS platforms.
  • Data Analytics – Comfortable using tools such as Google Data Studio and Mixpanel to measure success.

What You Will Get:

1. Competitive salary + daily allowance.
2. Premium private health insurance (outpatient, inpatient, maternity, dental).
3. Early access to salary + flex installment (employee loan) via Mekari Flex.
4. Allowance for sports activities and glasses/contact lenses.
5. Flexible working hours with a hybrid work culture.
6. Annual and unpaid leaves from day 1 of join date + unlimited sick leave with doctor note.
7. Notebook Ownership Program.
8. Strategic office location, accessible by MRT.
9. Friendly and dynamic work environment.
10. Opportunity to build impactful solutions with Indonesia's no. 1 SaaS company.



Our team will review your application and will be in touch if your application is shortlisted to the next stage. If you do not hear from us in 30 days, we will keep your resume on file in case a relevant opportunity opens up.
 
Don't forget to check our Recruitment FAQ at  [ENG] or  [INA] to find the answers to commonly-asked questions regarding our recruitment process.
 
We wish you the best. Hope to see you around soon

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