Merchant Engagement Manager

Jakarta
Operations – Merchant Engagement
Full-time
We are the fastest-growing technology startup in Indonesia. We want to bring business ecosystem to everyone, and empower businesses to sell and grow. 

At Moka, we believe in values, not rules. We believe that it's not about the suits or the time check-ins, but it's about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem. 

If you want to be part of a world-class team with a mission to empower businesses sell and grow, come join us.

Job Description

    • Lead and grow our Onboarding and Prevention to deliver exceptional merchant experience.
    • Exceed quarterly retention target and product adoption.
    • Develop and implement innovative ways to minimize product usage gap and increase customer satisfaction.
    • Conduct and monitor merchant health scoring regularly.
    • Collaborate cross-functionally with other departments to drive the highest levels of customer success throughout the organization and to our customers.
    • Identify potential issues within merchants and work with the wider business to take timely and effective action to resolve them.
    • Act as an advocate for our customers.
    • Anticipate customers’ requirements and possible challenges - make our customers successful!
    • Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within our merchants.

Minimum Qualifications

    • Bachelor's degree from a reputable university.
    • 3+ years experience in client solution field, and at least 1 year role as manager.
    • Track record of driving customer success and aligning within complex customer environments at executive and department levels.
    • Data-driven with a commitment to process - drive / track consistent engagement process.
    • Strong project management skills and an ability to multitask without getting frazzled.
    • Have business development orientation.
    • Strong presentation skills.
    • Previous experience with subscription business model preferred.
Moka is a technology company based in Jakarta (Indonesia) providing cloud-based Point-of-Sale and payment solutions that empowers small and medium-sized businesses to better sell and grow. 

We are a one-stop solution for businesses. From Point-of-Sale, inventory system, and customer relationship management, to payment acceptance, business capital, and fresh ingredient management.

We are trusted by more than 20,000 merchants, and have presence in more than 200 cities across Indonesia.