Account Manager - Customer Success

Department Account Management - Indonesia Job posted on Aug 28, 2023 Employee Type Full Time Experience range (Years) 7 years - 10 years

Role: Account Manager Customer Success

Location: Jakarta, Indonesia

Darwinbox is Asias fastest-growing HR technology platform. Brainchild of alumni from worlds most distinguished organizations (McKinsey, EY, Google), we are the preferred choice of 700+ global enterprises to manage their 2 Million+ employees across 90+ countries.

Darwinboxs new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups - JG Summit Group, Cebu Pacific Air, Robinsons Malls, Go Hotels, Summit Hotels, Universal Robina, SPi Global, Tokopedia, Zalora, Zilingo, MAP (Starbucks, Sephora, Dominos Pizza), Indorama, Nivea, etc.

The vision of Darwinbox to build a world-class product company from Asia is backed by marquee global investors like Salesforce, Sequoia Capital, and Lightspeed Venture Partners.

Job Description:

We are looking for a techno-functional consulting champion who becomes the trusted advisor to clients and drives adoption of Darwinbox HRMS to ensure customer success.

Responsibilities:

• Act as a techno-functional consultant and provide recommendations on process
• Configure and manage client’s instance on Darwinbox; Assist and Train clients to do it on their own
• Devise engagement plans that consider customer business goals and map product capabilities to achieve these goals
• Drive product adoption, increasing overall retention and achieve process success for customers
• Support clients during critical HR events like Appraisal, Increments etc.
• Support clients to resolve queries or bugs, as and when required
• Gather feedback on product experience during the entire customer lifecycle via targeted surveys
• Identify prime targets for up-sell/cross-sell and engage Sales team to execute on those opportunities
• Share best practices with clients on how to achieve product success with Darwinbox
• Identify risks proactively, mitigate and escalate as deemed appropriate

Requirements:

• BA/PGDM (preferably in HR) or relevant work experience after BE/BTech
• 7+ years of experience in HR transformation & change management/HCM implementation and customer management roles / HR consulting roles
• Understanding of Technology systems. HRMS system implementation and understanding would be preferred
• Good in MS Excel, Word and Powerpoint

Key behavioural traits: Agility, Analytical, Persistence and Ability to stretch