job description
Join Pasona as a Customer Success Expert (Smart Mobility) and play a pivotal role in shaping the future of intelligent transportation solutions in Bali’s dynamic tech ecosystem. This is a unique opportunity to bridge the gap between cutting-edge technology and exceptional customer experiences, driving adoption and satisfaction for our innovative mobility products.
As part of our mission to revolutionize how people and goods move, you’ll collaborate with cross-functional teams to gather insights, refine product offerings, and ensure seamless onboarding and support for our clients. Your passion for technology and problem-solving will be key to delivering on-site assistance, troubleshooting, and proactive engagement that fosters long-term partnerships.
Based in the vibrant hub of Canggu, Bali, you’ll enjoy a competitive salary, comprehensive benefits, and the chance to work in a forward-thinking environment that values innovation and work-life balance. Whether you’re engaging with local businesses or international stakeholders, your expertise will directly impact the growth of smart mobility in Southeast Asia.
Responsibility
- Develop and execute customer success strategies to drive adoption, retention, and satisfaction for smart mobility solutions.
- Conduct on-site visits and demonstrations to showcase product capabilities and address client needs in real time.
- Serve as the primary point of contact for assigned accounts, building strong relationships with key stakeholders.
- Gather and analyze customer feedback to identify trends, pain points, and opportunities for product improvement.
- Collaborate with engineering, sales, and marketing teams to align product roadmaps with customer expectations.
- Create and deliver training materials, workshops, and documentation to empower clients with product knowledge.
- Monitor key performance metrics (e.g., NPS, churn rate) and implement data-driven initiatives to enhance customer outcomes.
- Provide technical troubleshooting and escalate complex issues to the appropriate teams with clear, actionable insights.
Qualifications
- Bachelor’s degree in Business, Technology, Engineering, or a related field (or equivalent work experience).
- Minimum 3 years of experience in customer success, account management, or a similar client-facing role, preferably in the tech or mobility sector.
- Strong understanding of SaaS, IoT, or smart mobility technologies, with a passion for emerging innovations.
- Excellent communication and interpersonal skills, with the ability to tailor messaging for diverse audiences.
- Proven ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.
- Willingness to travel for on-site support (primarily within Bali, with occasional regional trips).
- Fluency in English; proficiency in Indonesian or other languages is a plus.
- Analytical mindset with experience using CRM tools (e.g., Salesforce, HubSpot) and data visualization platforms.