Gugum Permana - AI-First Customer Success Manager, IgniteTech

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Work Background

IgniteTechAI-First Customer Success Manager

Feb. 2024Austin, Texas, United States · Remote• Successfully managed and nurtured over 100 global accounts, overseeing the entire customer lifecycle from onboarding through maintenance, and collectively generating annual revenues over $6 million USD. • Directed several AI-driven initiatives, utilizing advanced prompting methods and integrating automation platforms such as Zapier to enhance task efficiency within HubSpot and Salesforce. • Created tailored GPT models for individual products, significantly improving the customer onboarding experience • Implement success plans program that bolstered customer engagement and minimized churn rates.

PintuAssociate Product Manager

Jun. 2023 - Jan. 2024Jakarta, Indonesia · Hybrid• Managed the entire product life-cycle, from conception, requirements definition, development, testing, launch, and maintenance/improvement related to crypto fund flow. • Collaborated with UI/UX designer in discovery and research defining updates and improvement. • Ran sprints with the development team by writing user stories, managing the backlog, planning, and daily meetings. • Successfully deployed three products: Multiple send-out vaults, Automatic Rebalancing Limit Order, and Internal Deposit/Withdrawal.

VouchCustomer Success Officer (APAC)

Nov. 2019 - Jun. 2023Indonesia · Remote• Lead end to end AI chatbot project for hotel, which increased monthly hotel revenue by up to 23% and saved over 8000 man-hours in terms of hotel operation in 2022. • Ensure customer satisfaction by giving customer support, improving the quality of the products, delivering the monthly report, troubleshooting technical issues and providing improvement. • Successfully maintained over 25 accounts from the APAC region (Australia, Cambodia, Indonesia, Japan, Malaysia, Singapore, Thailand, and the Northern Mariana Islands) and maintained the user retention rate at 100% in 2022.

PharmaniagaAssociate Product Manager

Jun. 2022 - Aug. 2022Indonesia · Remote• Conducted research plan to gain user needs and users pain points. • Worked collaboratively with engineers, designer and Pharmaniaga owner. • Created the PRD, user flow and wireframe based on product launch plan.

RevoUProduct Researcher

Feb. 2022 - Apr. 2022Indonesia · Remote• Defined product vision and prioritize roadmap for weaning food marketplace. • Conducted the market research and usability testing. • Created product requirement document with clarity on objectives and execution details.

TADACustomer Loyalty Team

Dec. 2018 - Mar. 2019Greater Jakarta Area, Indonesia · On-site• Served customers by providing product and service information. • Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem. • Successfully solved more than 300 complaints on average per week.

University of IndonesiaLaboratory Assistant of Physical Chemistry and Analytical Chemistry

Sep. 2015 - Dec. 2015Depok, West Java, Indonesia. · On-site• Educated the students about 'Gas Chromatography' instrument. Including the basic principle, the procedure, and calculation. • Prepared and perform pre-test and post-test for the students. • Assessed students final report.

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