Head of Account Management

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 ready to #ElevateThroughImpact and raise Indonesia's 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:

• Bachelor’s degree in Business Administration, Management, Marketing, or related field; Master’s degree preferred for strategic leadership roles.
• 7–10 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.