Muhammad Aliframadhan Adisasmita
Customer Success Manager
Jakarta
Summary
Experienced Customer Success Manager with a track record of supporting enterprise and SMB clients in SEA and the Middle East. Proficient in managing customer portfolios, leading software onboarding, and collaborating with cross-functional teams to drive adoption and product value. Demonstrated success in strengthening customer-partner relationships, gathering user feedback for continuous improvement, and reducing churn through proactive engagement. Skilled in CRM/ERP platforms, Agile workflows, and customer training delivery.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Success Manager
Groundup.ai Pte Ltd
11.2022 - Current
- Developed and executed a holistic Customer Success framework, ensuring seamless communication, engagement, and implementation strategies to enhance client satisfaction.
- Managed a portfolio of enterprise clients from the Middle East and Southeast Asia, including Ooredoo QSC, Coca-Cola Saudi Arabia, Almarai Company, Unicharm Gulf Hygienic Industries, PT Sayap Mas Utama, and MRT Jakarta.
- Drove upsell initiatives, securing project expansions exceeding $1,500,000 through strategic account management.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Led the client onboarding process, ensuring smooth implementation, training, and support to drive user adoption, and reduce churn.
- Led cross-functional collaboration with Sales, Product, Engineering, and AI teams to improve user experience and product adoption.
- Spearheaded Agile-driven process improvements, optimizing customer workflows, and increasing retention.
- Developed and executed customer engagement strategies, increasing satisfaction, and fostering long-term relationships.
- Managed an AI safety-based project for Singapore's largest port operator, Jurong Port Ltd., ensuring that their operations were conducted safely. The project was completed according to the timeline and within budget.
- Managed an innovation challenge project with Qatar Research Development and Innovation Council on Predictive Asset Replacement project for Qatar's main airport - Hamad International Airport.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
Project Manager
Satukelas
07.2021 - 10.2022
- Developed and implemented a comprehensive project planning strategy, ensuring seamless content production and delivery of high-quality online educational materials.
- Led the end-to-end production of over 120 online video courses and more than 10 weekly webinars, expanding the company's digital learning offerings.
- Identified and resolved bottlenecks in the video production workflow, increasing efficiency, and reducing turnaround time for course creation.
- Spearheaded strategic partnerships, generating over 100 leads and subject matter experts (SMEs) through networking, social media, and digital marketing efforts.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Coordinated cross-functional teams (Post-Production, Video Production, Digital Marketing, and Sales) to ensure smooth collaboration and timely project execution.
Education
Bachelor - International Relations
Universitas Pelita Harapan
Indonesia 08.2016 - 06.2020
Skills
Project Management
Product Development
Product Planning
JIRA
Trello
Google Analytics
CRM Platform (Hubspot, Salesforce)
Agile
Customer Relationship Management
Effective Communication
Adaptable
Problem Solving
Client Engagement & Retention
Customer retention
Customer relationship building
Timeline
Customer Success Manager
Groundup.ai Pte Ltd
11.2022 - Current
Project Manager
Satukelas
07.2021 - 10.2022
Bachelor - International Relations
Universitas Pelita Harapan
08.2016 - 06.2020
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