B2B Account Manager

Job Responsibilities

My client is looking for a B2B Account Manager to join the team. As an AM, you will be responsible for developing a positive customer experience and supporting brand loyalty. You will play a pivotal role in nurturing customer relationships, driving retention, and elevating our brand reputation.

The ideal AM understands best practices in customer service and retention, provides ongoing support to our clients and networks with them, and implements new programs that will increase our business’ revenue potential and minimize churn rates. If you are passionate about technology, thrive on meaningful interactions, and are eager to make an impact, we invite you to apply. You'll report to the Global Head of Customer Success in the US.

Key Responsibilities

• Cultivate trusted advisor relationships with our valued customers, serving as their primary point of contact.
• Create personalized success plans for each client aimed at fostering company product
• adoption, expansion, and loyalty within the portfolio.
• Guide customers through program or software setup and usage, ensuring seamless onboarding and ongoing support.
• Collaborate closely with cross-functional teams to drive customer success initiatives and exceed performance metrics.
• Proactively engage customers to identify improvement opportunities based on data analysis, advocating for their needs internally.
• Collaborate intensively with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.
• Develop tailored communication and training materials to enhance customer experience and drive adoption.

Job Requirements

• Excellent English Communication Skills, preferably on C2 level proficiency.
• 4-5 years of experience in customer success, account management, or related roles in the B2B sector.
• Experience handling larger organization/enterprise clients (including state-owned companies)
• Have a deep understanding of the nuances involved in serving large and medium-sized enterprises, skillfully navigating multiple stakeholder levels within complex organizational structures, and aligning effectively with their business objectives.
• Have a sales-savvy mindset and upselling understanding by collaborating with the Sales Team
• Proven track record of enhancing brand image and delivering value through exceptional customer experiences.
• Ability to work in a hybrid setting in South Jakarta