Customer Success Executive

1 day ago

Jakarta, Jakarta, Indonesia BrightCHAMPS Full time

What is this role about?

As a Customer Success Executive, your role is to ensure the success and satisfaction of

our customers (Tutors/Students/Parents). You will be responsible for building and

maintaining strong relationships with customers, understanding their needs and

goals, and helping them achieve success with our Service/Product.

Key responsibilities and metrics include:

  • Customer Relationship Management:
    Build and maintain positive relationships

with key Tutors/Students/Parents, acting as their primary point of contact.

Understand their business objectives, challenges, and needs to provide appropriate

solutions and support.

  • Onboarding and Implementation:
    Assist Tutors/Students/Parents during the

onboarding process, ensuring a smooth and successful implementation of our

product or service

  • Proactive Customer Engagement :
    Anticipate and address

Students/Parents/Tutors needs, questions, and concerns. Provide proactive

engagement and guidance to ensure customers derive maximum value from

your product or service

  • Upselling , Referrals & Cross-selling:
    Identify opportunities to expand the

relationship with Tutors/Students/Parents by upselling additional products,

features, or services that align with their needs and objectives

  • Customer Feedback and Advocacy:
    Gather Tutor/Student/Parents feedback,

identify trends, and share insights with internal teams to drive product improvements

and enhancements. Leverage satisfied Tutor/Student/Parents feedback as

references and advocates for BrightChamps

  • Renewals and Churn Prevention:
    Work closely with Tutor/Student/Parents

feedback to ensure high renewal rates and prevent churn. Monitor Tutor/Student/Parents feedback health and take proactive measures to address any

risks or issues that may impact customer satisfaction and retention

What will make you fit for the role?

  • Experience working in a fast paced environment either in a rapidly

growing startup or in a new BU of an established company

  • Experience of leading the customer success - ensure the success and

satisfaction of the customers (Tutors/Students/Parents)

  • Previously managed the teams both directly and indirectly
  • Experience in a people driven service business
  • Experience in conventional or new age Education industry with a spread across

multiple geographies

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