Activation Manager (Mekari Qontak)

Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including 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 we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are eager to grow and create their #BiggestImpact.

Job Descriptions:

Activation Manager will lead and drive the customer activation and onboarding process, ensuring successful implementation, adoption, and value realization of our SaaS platform for omnichannel, CRM, and call center solutions across multiple industries.

This role requires a blend of strategic leadership, in-depth knowledge of SaaS solutions, and the ability to align activation processes with clients' business objectives. The Head of Activation will work closely with Sales, Customer Success and Product to optimize activation strategies, enabling clients to leverage AI-driven insights, omnichannel engagement, and robust CRM and call center functionalities.

Customer Onboarding & Activation Strategy

1. Design and execute customer activation strategies, ensuring smooth onboarding and integration across various client types.
2. Work closely with clients to understand their specific needs and develop tailored activation plans.
3. Collaborate with Product and Sales teams to ensure alignment on customer expectations, reducing time-to-value.

Customer Adoption and Engagement

1. Drive customer features adoption (FA) by creating engagement initiatives that increase usage and satisfaction.
2. Analyze usage data and customer feedback to identify and address any adoption barriers.
3. Develop activation resources, such as playbooks, webinars, and tutorials, focusing on maximizing feature utilization.

Cross-Functional Collaboration

1. Partner with the Sales team to ensure seamless transition from sales to activation.
2. Work with Customer Success and Support to develop support models that drive retention.
3. Coordinate with Product teams to influence the roadmap based on customer feedback and activation needs.

Performance Metrics and Reporting

1. Define and track key activation metrics, such as Time-to-Activation, Customer Activation Rate, and Feature Adoption Rate and Customer Satisfaction Index (CSI).
2. Regularly report on activation outcomes and provide insights to the executive team for strategic decision-making.
3. Continuously improve activation processes through feedback loops, optimizing resources to maximize efficiency and client satisfaction.

Requirements/Qualifications:

1. Bachelor’s degree in System Information or a related field (Master’s degree preferred).
2. 4+ years of experience in SaaS onboarding, customer success, or a similar role, with at least 2 years in a leadership position.
3. Demonstrated experience in omnichannel, CRM, and call center platforms across multiple industries.
4. Strong knowledge of CRM, call center operations, and omnichannel customer engagement.
5. Familiarity with AI applications in customer service, such as chatbots, predictive analytics.
6. Proficient in using data analytics to inform activation strategies and improve customer engagement.
7. Excellent project management and organizational skills, with experience handling multiple customer activations simultaneously.
8. Strong communication and interpersonal skills, capable of working effectively with cross-functional teams and presenting to executives.
9. Analytical and data-driven mindset with the ability to identify patterns and implement changes based on data insights.
10. Proven ability to work across multiple industries, understanding unique business needs and tailoring activation strategies accordingly.
11. Up-to-date with industry trends in SaaS, CRM, omnichannel, and call center technologies to ensure relevance in activation approaches.