Dyah Eras Mita Email & Phone Number

Singapore

Key Responsibilities:• Collaborated with stakeholders to define product vision, strategy, and roadmaps• Translated business goals and user needs into clear product backlogs, user stories and customer journey• Working closely with external Partners, mainly Accounting Firms, to gather product expansion initiatives by regularly conducting surveys and requirement gathering call• Prioritized features and enhancements based on customer value and business impact• Conducted regular sprint planning, review, and retrospective meetings with development teams• Designing product UX and UI to ensure a seamless and user-friendly product experience• Acted as a bridge between technical and non-technical teams, fostering effective communication by having regular meetings with Customer Experience Team to collect feedbacks and regularly doing trainings for new feature releaseProject(s):• Managing a team consisting of 6 Web Developers, 2 Mobile Developer and 2 Quality Assurance• Managing end-to-end development process for Staff, Leave, Claims, Scheduling, and Time Attendance modules• Facilitated cross-functional collaboration by aligning cross-product development teams to build new payroll country within three months• Initiated and introduced Automated Childcare Leave feature for Singapore market, achieving 20% increase in user adoption rates• Initiated and introduced Leave Report and Log enhancements, reducing 60% incoming queries to Customer Support Teams related to Leave module• Initiated and introduced Partner Dashboard feature, resulting in a 10% increase in stakeholder satisfaction scores• Introduced multi currency features for a new payroll country, resulting in a 10% increase in feature adoption and improved user satisfaction

Singapore

acting as Digital Onboarding Lead and handling APAC clients• Development and management of customer onboarding and support communication strategy that engages proactively with customers via e-mails and live chat (experienced using JIRA, Intercom, Customerly)• Develop and deliver training programmes of system onboarding to ensure effective activation and usage in form of webinar for Singapore, Malaysia, Hongkong and Indonesia users• Develop service level objectives to ensure that issue resolution processes are managed in a timely manner, while collaborating with respective teams to ensure customer complaints and issues result in satisfactory closure.• Perform data-driven reviews and analysis on potential customer demographic to prioritize opportunity and risk to drive value and usage across company products.• Collaborate with marketing team to develop effectively collaterals that support successful onboarding, activation and utilization of company’s modules.• Developed a Learning Academy to drive system onboarding and clients usage of the platform• Lead NPS and CSAT survey and work with Head of Customer Experience to execute customer engagement strategy (automated by using In-Moment, Intercom, and Zapier integration)• Published 800+ knowledge base articles (onboarding user guide) to provide customers with self-serve support for Singapore, Malaysia, Philippines, Hongkong, Thailand, Indonesia • Perform onboarding and engagement automated email, mobile push, and in-app messages to encourage customers to take action, or convert visitors to loyal customers. • Onboard and support customers and highlight new features with guided, adoption-driving in-app walkthrough (Intercom product tours).

Greater Jakarta Area, Indonesia

- Conduct finance, accounting (JURNAL) & tax product training (KLIKPAJAK) to the customers, partners, employees, and university students- Conduct Basic HR and HRIS product training (TALENTA, SLEEKR) to the customers, partners, and employees- Create, improve, and develop any kinds of learning material such as guide book and video tutorial- Provide consultancy for client about the best practice of Accounting and HRIS Software- Coach customers to be product experts and train their teams on JURNAL, TALENTA, and SLEEKR’s best practices so they become increasingly sufficient- Proactively spot and correct any issues that could affect customer satisfaction or retention - Test the application or bug fixing and new features that created by developer team- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers-Part coach, project manager, business consultant, and product expert, to help JURNAL, TALENTA, KLIKPAJAK customer run their business much better and be successful with the software

Greater Jakarta Area, Indonesia

- Conduct accounting & product training to the customers, partners, employees, and university students- Create, improve, and develop any kinds of learning material such as guide book and video tutorial- Provide consultancy for client about best practice Accounting Software- Test the application or bug fixing and new features that created by developer team

Surabaya Area, East Java, Indonesia

Empathize with every aspect of the customer experienceKeep Jurnal’s customers happy, productive, and have the best experience possibleConduct discovery sessions with customers to gain a detailed understanding of their requirements, and creating a Statement of Work to meet their goals to “go live”Ensure customer launched Jurnal successfully & that it is widely adopted for their businessAssist customer in setting up Jurnal and migrating their existing data until they are able to run it smoothly for their businessCoach customers to be product experts and train their teams on Jurnal’s best practices so they become increasingly sufficientDrive increased adoption of Jurnal and improve overall quality & maturity of its useResolve any customer issues that arises promptly with the best relevant solutionsMaintain high levels of customer engagement (on site meetings) with a focus on customer satisfaction and loyaltyPart coach, project manager, business consultant, and product expert, to help Jurnal’s customer run their business much better and be successful with JurnalMonitor and identify trends in Jurnal adoption and utilization, and provide guidance to customersProactively spot and correct any issues that could affect customer satisfaction or retentionConduct workshops, business reviews and proactively suggest solutions to common customer challengesDocument business reviews, customer requests, challenges, and feedback completely and promote it to the rest of the teamPartner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customersContinually identify and develop new uses for Jurnal that drive adoption and that align to customer’s business needs and strategic goalsDevelop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materialsHelp drive customer references and case studiesMentor and provide guidance to newer CSMs

Project Management Office

Responsibilities:Verify cash/disbursment voucherMake journal entry and input journal entry to Inspur ERPMake records of subcontractor's transaction with CRBCCollect the data from JO member (PT Wijaya Karya Persero Tbk and PT Pembangunan Perumahan Persero Tbk) and CRBC Jakarta OfficeMake calculation of any tax needed and make application of e-billing

Jl. Nginden Semolo 34-36, Surabaya

Responsibilities:• Overseeing college students on cost-accounting assistant.• Arranging and checking lecturing materials.• Inspecting assignments undertaken.• Producing progress report for the lecturer.

Jl. Nginden Semolo 34-36, Surabaya

Responsibilities:• Overseeing college students on computer application for business assistant.• Arranging and checking lecturing materials.• Inspecting assignments undertaken.• Producing progress report for the lecturer.

Jl. Baiduri Pandan No. 11, Malang

Responsibilities:• Typing letters and sending letters to clients via fax• Responsible for keeping good office governance• Responsible for keeping good financial governance• Responsible for preparing materials needed for Tax Brevet Course• Responsible for community and client services

Bachelor'S Degree, Accounting And Finance, 3.80

Activities and Societies: • Financial Director of Student Executive Board STIE Perbanas Surabaya 2015-2016. • Chief Executive Officer.

Digital Marketer, Digital Marketing Bootcamp

Curriculum Details: - Introduction to Digital Marketing - Introduction to Internet Marketing (SEO, Google Ads, Youtube Ads, Ad Networks).

Vocational High School, Accounting, 37.85 Out Of 40.00

Activities and Societies: • Accounting Competition Team 2011-2012 as the Leader of Team 1. • Chief Executive Officer of English Club SMKN.

Junior High School

Activities and Societies: Gita Kencana Marching Band SMPN 1 Durenan