**Our Company**:At Impact our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. If you are looking to join a team where your opinion is valued, your contributions are noticed, you get to work with fun and talented people solving cutting edge marketing challenges with technology, and advance your career, this is the place for you.Impact is the global leader in Partnership Automation and catalyst for the new Partnership Economy. Impact accelerates enterprise growth by scaling discovery, recruitment, onboarding, engagement and optimization of all types of partnerships. Impact's Partnership CloudTM provides automation for the full partnership life cycle; confident decision making and optimization through measurement and attribution; and protection from fraud. Impact drives revenue growth for global enterprises such as Cabela's, Fanatics, Getty Images, Lenovo, Levi's, Techstyle and Ticketmaster. Founded in Santa Barbara, CA in 2008, Impact has grown to over 1000 employees and ten offices across the United States, Europe and Asia.**Position Profile**The Customer Success Manager (CSM) is responsible for successfully managing client relationships to promote retention and growth with a strong focus on our Indonesian accounts. The CSM develops strategic goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with partnering teams as the client advocate to help develop solutions to meet client goals. A CSM is also a product expert on Impact tools and can assist with training or product support. It is also the CSM's responsibility to Identify opportunities for up-sells and churn risk early on and manage the situation to find the best outcome possible.This role is based in Jakarta, Indonesia, and reports to the General Manager SEA with a dotted line to the Director of Customer Success and Operations - APAC.**Essential Responsibilities**:**Platform Knowledge**- Clearly understands our core functionality and how partnership marketing fundamentals tie into our solutions and product offering.- Runs platform training and can consult on contracts, dangerous configurations, finance, ad tracking, and reporting.- Relies on management, Product team, and or tech team for in depth conversations around our tracking technology, 3rd party integrations, and actionable insights.- Drives strategic platform adoption with oversight from management, product, and or tech team.**Account Management**- Drives partnership collaboration, promotes initiatives, increases platform adoption, and communicates value under the guidance of their manager and or executive sponsor(s).- Manages executive business reviews and leverages internal stakeholders to support account strategy.- Presents strategic account plan to stakeholders for approval. - Collaborates with the Sales team on expansion efforts.**Escalation Management**- Distills feedback from clients and manages creation of all necessary documentation, including JIRA tickets, project trackers, and SFDC.- Follows established processes for ticket creation and escalation.- Regularly updates team and documentation with pertinent information and proactively requests status updates from stakeholders.- Coordinates meetings with internal stakeholders and collaborates with manager and SVP on escalation plans.**Project / Task Management**- Distills feedback from clients and manages creation of all necessary documentation, including JIRA tickets, project trackers, and SFDC.- Follows established processes for ticket creation and escalation.- Participates in the check in process with key stakeholders under the guidance of the manager.- Coordinates meetings with internal stakeholders.- Relies on the manager and SVP of CS to escalate to department leads and or executive team when necessary.- **Commercial Efforts**- Coordinates all renewal and expansion opportunities. Analyzes program performance to identify renewal expansion opportunities.- Under the oversight of their manager, creates pricing proposals and works with clients to incorporate performance goals into annual contract renewals.- Manages all renewal admin in SFDC including creating quotes and updating Opportunities.- Relies on managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities.- Escalates to managers, executive sponsors, and Sales team for expansion opportunities *(might fit better in Account management)Fluent in English and Bahasa Indonesian preferred.**Benefits/Perks**:- **Responsible PTO policy**:- take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both- **Flexible remote working policy**:- **Pension scheme, health and dental insura
