Fikriana Kusuma Email & Phone Number

- Led Kalibrr's Client Success Team in Indonesia, coaching a team of 3 success managers to enhance client hiring success, achieving a 71% team renewal rate & 81% renewal revenue rate as a team.- Orchestrated cross-divisional collaboration with marketing, sales, product, and engineering teams to identify upselling opportunities and drive product improvements.- Conducted quarterly and yearly business reviews, leveraging Zoho CRM and Totango to manage Kalibrr's portfolio effectively

Jakarta, Indonesia

- Lead Kalibrr's client success initiatives in Indonesia, directly reporting to the global division head- Enhancing client hiring success through strategic platform optimization.- Managed a robust portfolio of over 60 corporate and enterprise clients, achieving a full customer success cycle from onboarding to renewal, surpassing the 2021 personal target with an 84% Renewal Rate & 109% Renewal Revenue Rate.- Fostered cross-divisional collaboration to identify upselling opportunities and drive continuous-improvement, underpinned by proficient use of Zoho CRM for portfolio management.

Greater Jakarta Area, Indonesia

- Managed a diverse portfolio of 60+ startup to enterprise clients, achieving a 64% renewal rate anda 67% renewal revenue rate in 2020 (surpassing team averages by 9% and 6% respectively) by implementing strategic customer success initiatives and personalized support.- Led a Start-Up & SME account management team of two members, enhancing team's project management and client service skills, directly contributing to the team's success in exceeding the average renewal rates during the challenging covid period.- Spearheaded full-cycle customer engagement from onboarding to renewal, incorporating business reviews to ensure clients' hiring success, thereby fostering long-term client relationships and maximizing client satisfaction and retention.

Greater Jakarta Area, Indonesia

- Established a customer support division in Indonesia, significantly enhancing client service capabilities and managing a team of two, demonstrating leadership and project management skills.- Managed the entire customer lifecycle from onboarding to renewal across a diverse portfolio, implementing strategic business reviews that secured client hiring success, achieving an average yearly 73% Renewal Rate and 95% Renewal Revenue Rate amidst COVID-19 challenges.- Transformed customer flow processes, achieving significant milestones in client satisfaction and retention, thereby surpassing key performance targets and demonstrating strong client relationship management.

Greater Jakarta Area, Indonesia

- Manage of a diverse client portfolio, from startups to enterprise-level, ensuring seamless customer flow and achieving significant hiring success milestones through strategic onboarding and renewal processes.- Revolutionized customer support for the B2C segment by leveraging Intercom & Zendesk, significantly improving client satisfaction through optimized support channels.- Conducted comprehensive business reviews, implementing targeted strategies for customer success and platform optimization, achieving an average of 78% yearly renewal rate (Target 80% RR) and 119%yearly renewal revenue rate (Target 100% RRR).

Greater Jakarta Area, Indonesia

- Engage in developing employee training programs for the Finance division, enhancing skill development and operational efficiency.- Compiled and managed a comprehensive talent development report for finance employees, contributing to targeted career progression and performance improvement.- Launched a division-wide newsletter to streamline HR updates for Finance team- Conducted in-depth interviews with Finance team leads for employee surveys, driving actionable insights to improve workplace satisfaction