Onboarding Manager

6 days ago

Jakarta, Jakarta, Indonesia OnlinePajak Full time 900,000 - 1,200,000 per year

About OnlinePajak
OnlinePajak, an Achilles Systems company, is a non-typical SaaS company based in Indonesia that provides enhanced tax processing services to thousands of Indonesian taxpayers, both individuals, and companies. Founded in 2015, OnlinePajak aims to revolutionize the way taxes, invoices, and payrolls are processed in Indonesia. It has grown to become one of the fastest-growing startups in the country, processing more than 10% of Indonesia's economy through its platform.

Backed by prominent investors such as Sequoia Capital, Tencent, Warburg Pincus, VISA, Altos Ventures, Alpha JWC Ventures, Endeavour Catalyst, and Global Innovation Fund, OnlinePajak has offices in Indonesia, Sydney, and Singapore. The company's diverse and ambitious team is committed to delivering high-quality products, services, and processes.

Our Culture
At OnlinePajak, our most valuable resource is our people. We believe OnlinePajak is characterized by open communication, collaboration, and respect. In addition, we foster a culture of learning and development as a sustainability goal for the organization while we claim that we are diverse, and jubilant about what we do.

Join our dynamic team at OnlinePajak and be part of our mission to revolutionize the way taxes, invoices, and payrolls are processed in Indonesia. Apply now for the Onboarding Manager position and let's grow together

Role Purpose:
Overseeing the customer journey stage that influences product adoption, customer retention, loyalty, churn, and overall business development. Your role is crucial in activating customers.

Responsibilities:

  • Own the end-to-end customer onboarding and implementation process, from kickoff to go-live
  • Partner cross-functionally with Commercial, Product, and Customer Success to ensure seamless and frictionless activation
  • Map customer workflows and recommend best practices to drive adoption and satisfaction
  • Track and optimize onboarding performance through continuous process improvement
  • Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos
  • Understanding customer goals and providing product information and education to best achieve those goals
  • Improving product adoption, customer retention, and fostering positive customer relationships
  • Ensuring product activation and expansion along with CS and A
  • Providing educational materials and best practices to help customers achieve their desired outcomes.

Performance Metrics
Success in this role will be measured by:

  • Customer Activation Rate (go-live within 30 days)
  • Time to First Value (TTFV)
  • Onboarding Completion & Timeliness
  • Post-Onboarding Customer Satisfaction (CSAT)

Qualification:

  • Bachelor Degree or above in Marketing, Business, or related education major from well-reputable university (MBA is a plus)
  • Min 5 years of experience in customer management, key account management, customer success, or related roles, preferably in the tech, SaaS or fintech industry
  • Proven experience in handling technical implementation is highly valuable for this position
  • Entrepreneurial mindset with a proactive, self-driven approach—able to identify opportunities, strategize and take ownership of the execution and results
  • Strong communication and relationship-building skills
  • Results-oriented with a passion for growth and innovation

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