Deskripsi Pekerjaan:

1. Onboarding and Training: Assist new customers in starting with Wilopo Cargo's services, guiding them through the onboarding process, and providing necessary training and support.
2. Customer Relationship Management: Build and maintain strong relationships with customers, serving as their primary point of contact to address their needs and concerns effectively.
3. Usage Monitoring and Improvement: Monitor customer usage of Wilopo Cargo's services, identify areas for improvement, and proactively recommend solutions to enhance adoption and satisfaction.
4. Feedback and Advocacy: Gather and relay customer feedback to internal teams, advocating for customer needs to drive continuous improvement within the company.
5. Training and Demonstrations: Conduct training sessions and product demonstrations to educate customers on new features or updates, ensuring they derive maximum value from Wilopo Cargo's services.
6. Success Planning: Collaborate with customers to develop success plans aligned with their goals, defining key metrics and milestones to track progress and measure service effectiveness.
7. Issue Resolution: Quickly and effectively address any customer issues or challenges, coordinating with other departments as needed to ensure timely resolution.
8. Contract Renewal and Upselling: Play a pivotal role in renewing customer contracts and identifying opportunities for upselling additional services, working closely with the sales team.
9. Retention Strategies: Implement strategies to enhance customer retention, ensuring long-term satisfaction and loyalty to Wilopo Cargo's services.
10. Reporting and Analysis: Provide regular reports on customer success metrics, analyzing trends and outcomes to continually refine customer success strategies.

Kualifikasi:

1. Bachelor's degree or higher.
2. Proven experience in a customer success, account management, or related role, preferably in the logistics or import services industry.
3. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
4. Strong problem-solving skills and a proactive approach to identifying and resolving issues.
5. Strong analytical skills to assess customer data and feedback, and derive actionable insights.