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United States
Work Background
PT Sentra Vidya Utama (SEVIMA)Customer Success Supervisor
Mar. 2024 - Aug. 2024Indonesia, SurabayaPromoted internally to fill a temporary leadership gap during the absence of a Customer Success Manager. Led a team of 6 Customer Success members (1 of 5 supervisors overseeing 30 CS total).
• Team Supervision & Mentorship. Guided and trained a team of 6 CSMs to ensure consistent, high-quality client support and engagement.
• Executive Reporting. Generated and analyzed reports on customer success metrics and team performance; communicated data-driven insights to senior management.
• SOP Management. Designed and maintained clear, actionable workflows using Diagram.net to ensure internal process alignment and operational efficiency.
PT Sentra Vidya Utama (SEVIMA)Customer Success
Mar. 2023 - Mar. 2026Indonesia, SurabayaSEVIMA is an Edutech SaaS company providing Academic Information System solutions for higher education institutions in Indonesia.
• Client Portfolio Management. Managed a portfolio of 30 clients end-to-end, successfully onboarding 24 new clients and seamlessly taking over 6 accounts via handover from other CSs.
• Zero Churn Record. Maintained 0% client churn over the full 3-year tenure, demonstrating consistent ability to retain and grow client relationships.
• Upsell & Revenue Growth. Converted 7 clients to higher-tier packages during 2024–2025 through proactive needs assessment and consultative selling; remaining clients retained at existing package with no downgrades.
• Feature Adoption. Drove high rates of product feature adoption through structured onboarding, training sessions, and ongoing engagement with key stakeholders.
• Cross-sell. Actively identified cross-sell opportunities to expand client product usage and contribute to company revenue growth.
• Product Improvement. Served as the frontline contact for application-related issues, delivering ERP product training to clients and submitting Jira's tickets (bugs, improvements, suggestions), contributing directly to product quality improvement.
RigiBusiness Development Specialist - Indonesia
Jan. 2023 - Feb. 2023Jakarta Raya, Indonesia• Demonstrated accountability in establishing a lead generation pipeline. • Facilitated communication with content creators and provided comprehensive explanations of Rigi. • Effectively navigated the onboarding process for creators on the Rigi application. • Sustained meaningful relationships with creators who have been onboarded.
PT TokopediaChannel Development Specialist
Oct. 2021 - Dec. 2022IndonesiaTokopedia is one of Indonesia's largest E-commerce platforms, empowering millions of merchants and consumers.
• Managed end-to-end acquisition and incubation of 40+ online merchants across Mom & Baby, Fashion, and FMCG categories.
• Grew merchant income by an average of +15% in 2022 through optimization of internal and external marketing channels.
• Increased total paid orders by 111% in Q3 2022 by driving merchant traffic through Tokopedia campaign exposures.
• Contributed to Q4 2022 revenue growth of 331%+ by maximizing merchant use of Tokopedia Ads and optimizing commission fee strategy.
• Negotiated competitive product pricing, optimized SEO, and directed merchants to join campaigns such as Kejar Diskon and Flash Sale KTP.
PT. Cubes Digital KreasiAccount Executive
Jan. 2020 - Aug. 2020Indonesia, MalangCreative Studio specializing in visual communication across online and offline channels.
• Prospected and acquired new clients through online and offline outreach.
• Handled client objections and identified needs to enhance product value through visual promotions.
• Developed business proposals, maintained client brand growth tracking, and wrote copy for external promotional materials.
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