Implementation & Customer Success Specialist

5 days ago

Jakarta, Jakarta, Indonesia Advotics Full time 1,200,000 - 3,600,000 per year

Company Description

At Advotics, we help companies digitize and automate their sales, distribution, and field operations through a powerful SaaS ecosystem — covering salesman tracking, order management, delivery, documentation, and service ticketing.

We're expanding our Customer Success & Implementation team to ensure every client experiences smooth onboarding, successful go-live, and sustained value realization from our platform.

You will be the frontline for successful client activation and retention — ensuring new customers are onboarded effectively, trained thoroughly, and supported continuously to achieve measurable outcomes.

This role combines technical implementation, training, and relationship management — ideal for someone who enjoys problem-solving, guiding clients, and seeing results.

Job Description

What You'll Do

  • Implementation & Onboarding

  • Lead end-to-end client onboarding — from requirement gathering to go-live

  • Configure, test, and validate client environments in coordination with Product & Tech teams
  • Conduct user training (onsite or online) and documentation handover
  • Ensure project timelines meet SLAs and clients are live within target duration

Customer Success & Retention

  • Monitor client adoption, usage, and engagement through reports & analytics
  • Conduct regular check-ins and performance reviews with active clients
  • Identify at-risk clients early and create recovery plans
  • Collaborate with Account Managers to drive upsell and renewals
  • Monitor client churn and renewal metrics, identifying patterns and coordinating recovery actions with Account Managers

Support & Feedback

  • Handle client escalations and provide Level 1–2 support coordination
  • Document client feedback and relay insights for product improvement
  • Create and update help articles, FAQs, and training materials

Qualifications

  • 1–4 years of experience in Implementation, Customer Success, or Project Management, ideally in SaaS or digital tech
  • Strong communication and client-handling skills
  • Excellent in time management and structured project delivery
  • Basic understanding of data, Excel/Sheets, and SaaS products
  • Problem-solver with a service mindset
  • Fluent in Bahasa Indonesia & English
  • Comfortable reading data and running **basic SQL queries** (for usage tracking, churn analysis, and adoption reports)
  • Analytical mindset — able to translate numbers and client data into actionable insights

Additional Information

Why Join Us

  • Work in a fast-growing SaaS company with strong market presence
  • Be part of a dynamic team that directly impacts customer success
  • Competitive salary + performance bonus + hybrid flexibility

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