Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard.

Job Descriptions:

• Ability to support Queries in a timely manner for 1st contract client - filter the right PIC to ensure service level.
• Identify customer journey within the 1st contract life-cycle - to be able to maximize, forecast and mitigate the final NDR result.
• Create action item base on behavioural group and tribes - Generate an effective playbook to reduce redundant task
• Create a bot structure to automate and answer FaQ before going in to specific PIC

Qualifications:

• Segmentation of treatment between FA categories: Identify which can/can’t be automated.
• Renewal support for documentation to those High FA client that requires low touch support to ensure schedules on time follow-ups
• Customer Journey Mapping: Analyze client lifecycle stages to identify challenges (tickets, product gap etc), adoption patterns, and engagement trends.
• Retention Insights: Monitor product usage, feedback, and support interactions to forecast renewal likelihood and flag churn risks early.
• Trend Analysis: Track and report on customer behaviors that indicate potential upgrades, downgrades, or contract non-renewals.
• Collaboration: Work closely with BD Team to share insights and recommend engagement strategies for high touch clients.
• Data Reporting: Build and maintain dashboards, scorecards, and reports to visualize customer health and renewal probabilities.
• Process Improvement: Suggest enhancements to the 1st Renewal process to identify ICPs and high retention clients behaviour.

What You Will Get:

1. Competitive salary + daily allowance.
2. Premium private health insurance (outpatient, inpatient, maternity, dental).
3. Early access to salary + flex installment (employee loan) via Mekari Flex.
4. Allowance for sports activities and glasses/contact lenses.
5. Flexible working hours with a hybrid work culture.
6. Annual and unpaid leaves from day 1 of join date + unlimited sick leave with doctor note.
7. Notebook Ownership Program.
8. Strategic office location, accessible by MRT.
9. Friendly and dynamic work environment.
10. Opportunity to build impactful solutions with Indonesia's no. 1 SaaS company.