Customer Product Specialist

2 days ago

Jakarta, Jakarta, Indonesia Xendit Full time $30,000 - $60,000 per year

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We've been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We're proud to be featured on among the fastest growing companies by Y-Combinator.

About the Job

You will be part of the Customer Product Specialist Team to manage the overall customer success for your customers. The Customer Product Specialist will be individually accountable for the overall success for a set of customer accounts, and will also be a customer-facing product champion for the range of Xendit's products (across all verticals).

Minimum Qualifications
  • 1 to 3 years of experience in a client relationship focused role, e.g., Client Servicing, Technical Account Management, Technical Support Account Management, Professional Services or Consulting
  • Professionally fluent in English
  • Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, PowerPoint, Gdocs, Gsheets, Slides)
  • Communicate effectively across various stakeholders and manage these relationships well - internal teams and external customers
Preferred Qualifications
  • Proven experience in managing a portfolio of products/customers or projects to meet business and customer needs.
  • Proven experience in managing products/customer through their lifecycle and building credibility with customers and internal stakeholders
  • Proven experience of setting product or service performance goals and monitoring product/service/project performance.
  • Ability to think strategically while also managing detailed tasks
Responsibilities
  • Build and maintain strong customer relationships within some industry verticals
  • Become and expert on Xendit's products and integrations
  • Develop and maintain good relationships with working-level stakeholders
  • Monitor and measure customers' overall satisfaction and perform periodic reviews directly with customers to confirm satisfaction
  • Conduct analysis of internal data sets to identify root causes of any issues affecting customer's satisfaction
  • Recommend actions to improve customer satisfaction and take hands-on customer-facing steps such as integrations, onboarding, and managing critical issue escalations
  • Share best practices with customers to ensure they realize maximum value from our products
  • Provide insight and recommendations to key teams within Xendit
  • Work with the Account Management team to identify new opportunities to expand customer use of Xendit products
  • Provide expert customer insight to Product Management, Onboarding, Sales, etc., to drive innovation and continuous improvement.

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