Account Manager Customer Succes (Sr. Consultant)

Role: Account Manager Customer Success

Location: Jakarta, Indonesia

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

Darwinbox's 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.

:

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

Requirements:

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