Implementation & Customer Success Specialist

What You’ll Do

⚙️ Implementation & Onboarding

• Lead end-to-end client onboarding — from requirement gathering to go-live

• Configure, test, and validate client environments in coordination with Product & Tech teams

• Conduct user training (onsite or online) and documentation handover

• Ensure project timelines meet SLAs and clients are live within target duration

🤝 Customer Success & Retention

• Monitor client adoption, usage, and engagement through reports & analytics

• Conduct regular check-ins and performance reviews with active clients

• Identify at-risk clients early and create recovery plans

• Collaborate with Account Managers to drive upsell and renewals

• Monitor client churn and renewal metrics, identifying patterns and coordinating recovery actions with Account Managers  

💬 Support & Feedback

• Handle client escalations and provide Level 1–2 support coordination

• Document client feedback and relay insights for product improvement

• Create and update help articles, FAQs, and training materials

Qualifications

• 1–4 years of experience in Implementation, Customer Success, or Project Management, ideally in SaaS or digital tech

• Strong communication and client-handling skills

• Excellent in time management and structured project delivery

• Basic understanding of data, Excel/Sheets, and SaaS products

• Problem-solver with a service mindset

• Fluent in Bahasa Indonesia & English

•  Comfortable reading data and running **basic SQL queries** (for usage tracking, churn analysis, and adoption reports)  

• Analytical mindset — able to translate numbers and client data into actionable insights  

Additional Information

Why Join Us

• Work in a fast-growing SaaS company with strong market presence

• Be part of a dynamic team that directly impacts customer success

• Competitive salary + performance bonus + hybrid flexibility

About the Company

At Advotics, we help companies digitize and automate their sales, distribution, and field operations through a powerful SaaS ecosystem — covering salesman tracking, order management, delivery, documentation, and service ticketing.

We’re expanding our Customer Success & Implementation team to ensure every client experiences smooth onboarding, successful go-live, and sustained value realization from our platform.

You will be the frontline for successful client activation and retention — ensuring new customers are onboarded effectively, trained thoroughly, and supported continuously to achieve measurable outcomes.

This role combines technical implementation, training, and relationship management — ideal for someone who enjoys problem-solving, guiding clients, and seeing results.