Customer Success Analyst - Commerce Enablement

Date Posted: Posted11 hari yang lalu
Salary:
GO-JEK
Jakarta
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Job Description

About the Role
As Customer Success Analyst, you will focus on designing and executing strategy of customer success initiatives as well as providing operational system/ flow, analytical dashboard, and provide the report. Working closely with internal stakeholders in Commerce Enablement Team, you’ll ensure customer success team complies with our designed flow and policies.

What You Will Do

    • Identify opportunities for process optimization; develop operational measurements to identify business process issues and provide recommendations/ solutions to business challenges especially in customer success functions
    • Monitor performance metrics, keep all customer success funnel and operational dashboards in check tactically and ensuring data integrity throughout our CRM system
    • Leverage and create complex data models for productivity, business planning, and forecasting
    • Support the Customer Success Leaders in the execution of strategic initiatives for customer success teams
    • Work cross-functionally with other stakeholders to provide goals for the customer success functions

What You Will Need

    • Bachelor's degree or higher; majoring in Marketing, Economics, Statistics, or relevant fields
    • At least 2 years of work experience, preferably at technology companies with a customer success team of 50+ people; or experience in similar growth or operations roles in a dynamic environment
    • Strong analytical skills, have high attention to detail. Comfortable working with data (quantitative and qualitative data) and can leverage raw unorganized data into actionable insights
    • Self-driven, able to manage multiple projects and other responsibilities, and at the same time able to clearly prioritize. Able to perform under pressure and ambiguity
    • Excellent communication and critical thinking skills to understand customer success policies and processes at a company and individual customer success rep level
    • Previous experience with CRM tools (ideally in an administrator capacity), Microsoft Excel/GSuite, etc
    • Able to work in a team and have a proactive and willing to learn attitude
    • Strong understanding of SaaS business models and go-to-market principles are a plus
About the Team
Our Planning and Excellence team based in Jakarta. We are a team driven by data and a passion for improving our acquisition and creating seamless flow for the sales team.
Currently, our has been hard at work collaborating with Customer Success team on an exciting project that will work to increase MAO and engagement rate. The biggest challenges facing in planning and excellence team is to figuring out the most effective way to create efficiency in functions and to ensures customer success team comply with our designed flow and policies. Our portfolio in sales functions include create recommendations to improve customer success metrics to scaling up our business.
We are a highly flexible team that holds each individual accountable for their own delivery of KRs and initiatives. As a team, we’re concerned not only with the growth of the company, but each other’s personal growth and well-being. Our team is particularly keen on maintaining a healthy work-life balance. So, while working hard, you will also have time to spend with yourself and your loved ones.
One of the biggest obstacles our team has had to overcome is figuring out the most effective way to increase our standing in the market with our Point of Sales solutions. After many weeks of research, collaboration, and trial and error, we figured out that the best way to tackle this issue was to pour a bulk of our effort into acquiring more merchant-partners in various industries, leveraging heavily on the Gojek ecosystem as a whole. We're a highly flexible team with a target-driven mindset. We manage our own work hours, so long as we deliver the expected results on time. As a team, we enjoy working at cafes (when it’s safe to do so), learning from and about one another, and having fun all along the way.
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.

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Job Detail

  • Job Id
    11e72e40e3771798
  • Location
    Jakarta
  • Company
    GO-JEK
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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