Skill diminta
CRMCustomer SupportDeliveryEnglishOnboarding
Deskripsi
Location
South Jakarta, Indonesia — [On-site / Hybrid]
Employment Type
Full-time
Reports to
Chief Operating Officer
Experience
2–4 years in SaaS account management or customer success
Compensation
- Salary + Retention / Performance Bonus
- About Happy Kamper
Happy Kamper Connect is a B2B SaaS platform built for education, childcare, and enrichment centers. We replace the spreadsheets, WhatsApp groups, and paper registers these businesses run on with a single-system that handles enrollment, scheduling, attendance, billing, and parent communication.
We work with centers across Indonesia, Singapore, and Malaysia — from single-location schools to multi-branch franchise networks. We are small, founder-led, and growing quickly. This role decides whether the clients we win stay.
About the Role
You own the client relationship from the moment a deal closes. Our Account Executive hands you a signed client; you take them from contract to fully live on Happy Kamper Connect, train their team, and keep them successful and renewing.
This is an individual contributor role reporting directly to our COO. You will run a portfolio many different accounts at different stages, and most of your client conversations will happen in Bahasa Indonesia. Onboarding at Happy Kamper is currently being built out - you will have real influence on how it works, not a playbook to follow.
- What You Will Own
- Implementation and onboarding - running intake interviews, configuring each client’s setup correctly the first time, and getting them live.
- Training delivery - sessions for center owners, administrators, and teachers, most of whom are not habitual software users. You adapt to the room.
- Setup accuracy - configuration errors surface months later as broken billing or missing attendance data. You are the last check before anything goes into the system.
- Ongoing account health - proactive check-ins and usage monitoring, catching disengagement long before it becomes churn.
- Renewals and retention across your portfolio - owning the renewal conversation and the number behind it.
- Expansion - spotting accounts ready to move up a plan or add branches, and progressing those conversations.
- Escalations - resolving what you can, and bringing the COO a recommendation rather than just a problem when you cannot.
- Product feedback - you see how clients actually use the system day to day. Engineering needs what you know.
- Who We Are Looking For
- Essential
- 2–4 years in SaaS account management, customer success, or implementation, with ownership of named accounts.
- Fluent Bahasa Indonesia - onboarding and training are delivered in it. Professional English for internal work and regional accounts.
- Genuinely detail-oriented. This role is measured partly on what does not go wrong six months later.
- Able to teach software patiently to non-technical users, in person and over video.
- Able to hold a difficult conversation with an unhappy client without avoiding it or escalating it prematurely.
- Comfortable running few different accounts at different stages at once without dropping any of them.
- Advantageous
- EdTech, childcare, or education sector experience.
- Experience with multi-branch or franchise clients.
- Familiarity with CRM and customer support tooling.
- Experience building a process rather than inheriting one.
- What We Offer
- Salary plus Retention / Performance Bonus
- Direct access to the founders - no layers to escalate through.
- Real ownership of the function. You will shape how onboarding and account management works as we scale.
- Genuine influence on the product - what you hear from clients reaches the engineering team.
- [Hybrid / on-site] working, based in South Jakarta.