Customer Success Team Member – Networking Support Zettagrid Indonesia
Zettagrid Indonesia is the best Cloud Service Provider in Indonesia, providing VMware based cloud infrastructure for Small, Medium and Large Enterprises. Zettagrid Indonesia is the first VMware vCloud Powered Service Provider with PCI DSS and ISO 9001 compliance. Our Virtual Data Center give easy management for large and complex cloud setup.
Zettagrid Indonesia thru PT Arupa Cloud Nusantara is currently hiring for a Customer Success Team Member who will add value to our currently growing team. Our clients are not only direct customer, but also partners who can bring us to the next level. Our goal is to enable our clients and partners, mostly SI, VAR, ISV, and application developers to have great solutions supported by our cloud infrastructure.
The primary responsibility of a Customer Success Team Member – Networking Support is to develop long term partnerships with Zettagrid’s customers and channel partners to ensure they remain successful by realizing the full value of their investment with Zettagrid Indonesia. Adoption, retention, and advocacy are key initiatives for your success in the position.
Tanggung Jawab Pekerjaan :
– Define and optimize customer journey and create standard presentation materials for customer and partner channel success and happiness.
– Personally manage escalations from team members, and other teams, then follow thru with escalation process to various internal or external team members including executives.
– Drive true value for customers by being an expert on best practices in change management and finding ways for your team members to deeply understand the objectives of our customers and become a trusted right-hand adviser
– Gather feedback from other teams, including Sales, Support, Product, and others to improve the customer experience
– Create, manage and drive company-wide customer feedback loop
– Create renewal and up-sell strategy and focus on selling with a retention focus
– Own key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey score
Syarat Pengalaman :
– At least 2 years experience in account management and customer support, preferably in the IT industry.
– Ability to troubleshoot Linux, Unix and Windows operating system.
– Ability to troubleshoot network, firewall, NAT, VPN, Load Balancer and other system.
– Understanding common protocols such as TCP, UDP, HTTP, SSL, DNS, and other.
– May have experience configuring VPN with Mikrotik, PFsense or other network system.
– May have experience with VMware vSphere, vCloud, and/or other cloud providers(AWS, Azure, Google CP)
– Has a track record of being a high achiever and a results driven professional
– Strong empathy for customers and passion for revenue and growth
– Analytical and process-oriented mindset
– Ability to command a group of individuals in a room quickly and be assertive in a public environment
– Strong communication skills including the ability to work and effectively interact with all levels of the organization (development, sales, marketing, professional services)
– Ability to work in an entrepreneurial environment in a team and individually
– With demonstrable focus on team environment