Head of Account Management

Mekari is Indonesias no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutionsincluding Mekari Jurnal Mekari Talenta Mekari Qontak and Mekari Flex we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10 years of journey we have reached over 1 Million platform users and were not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesias software standard.

Job Description:
Develop AM strategy tailored to the MSMB segment set team goals aligned with retention growth and engagement metrics and ensuring coach and manage a team of account managers to meet KPIs while maintaining alignment with broader organizational strategy.

• Develop AM strategy tailored to the MSMB segment
• Set team goals aligned with retention growth and engagement metrics
• Coach and manage a team of account managers to meet KPIs
• Design scalable playbooks and communication cadences
• Monitor customer health upsell pipeline and renewal rates
• Collaborate with Product and Product Specialist to improve MSMB experience
• Drive process efficiency with tools CRM usage and data insights
• Act as escalation point for key client issues to remove any blockers
• Support customer education and lifecycle automation initiatives
• Report segment performance to leadership
• Collaborate cross-functionally to deliver key customer expectations
• Orchestrate performance progress from multiple product in MSMB segment
• Monitor result and productivity of Product Specialist and their initiatives

Requirements:

• Bachelors degree in Business Administration Management Marketing or related field; Masters degree preferred for strategic leadership roles.
• 710 years of progressive experience in account management customer success or related commercial leadership positions with proven record of managing large teams and accounts.
• Strong knowledge of CRM platforms (e.g. Salesforce HubSpot) customer analytics tools and account planning methodologies. Skilled in reporting customer health metrics NDR churn and renewal forecasting.
• Excellent communication relationship-building and stakeholder management skills. Proven ability to lead cross-functional initiatives resolve conflicts and deliver strong customer outcomes through negotiation empathy and strategic thinking.