Sharon I. Hofman
Customer Success Manager
Jakarta
Summary
Dynamic and results-driven professional with diverse experience in customer care, procurement, sales, and customer success. Proven ability to manage relationships, drive customer satisfaction, streamline procurement processes, and exceed sales targets. Strong communicator with a track record of delivering solutions that meet customer needs while enhancing company profitability. Adept at cross-functional collaboration, market analysis, and leveraging technology to drive business success.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Aspire
01.2024 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Serve as the main point of contact, fostering strong customer relationships and becoming a trusted advisor.
- Provide ongoing product training to ensure customers maximize its value and capabilities.
- Address customer concerns in a timely manner, working cross-functionally to resolve issues and reduce impact.
- Collaborate with sales, marketing, and product teams to align strategies and enhance customer success initiatives.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
Sales Development Representative (SDR)
Aspire
10.2022 - 12.2023
- Increased sales leads by implementing targeted outreach strategies and personalized followups.
- Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Attended industry events and networking opportunities to expand professional network and stay updated on trends.
- Conducted in-depth needs assessments to tailor solutions to individual client requirements.
Sales Representative
EverGreen Logistical Services
06.2022 - 09.2022
- Developed and executed strategic sales plans to target key industries and secure new business.
- Conducted comprehensive market analysis to identify potential clients and business opportunities.
- Built lasting client relationships by providing tailored logistics solutions and exceptional service.
- Coordinated with internal teams to ensure smooth execution of logistics operations and customer satisfaction.
- Prepared and delivered presentations, proposals, and contracts to prospective clients.
Procurement Officer
Salim Agrochemical Division
05.2019 - 05.2022
- Conducted global market research to identify and source high-quality agrochemical products.
- Collaborated with cross-functional teams to determine procurement requirements and budgets.
- Negotiated pricing, terms, and contracts with suppliers to secure favorable agreements.
- Managed the procurement process from order placement to timely delivery, ensuring smooth operations.
- Worked closely with customs brokers and freight forwarders to ensure smooth customs clearance.
- Monitored supplier performance and resolved issues to drive continuous improvement.
- Stayed updated on industry trends and regulations to ensure procurement excellence.
Customer Care Booking Officer
CMA CGM Indonesia
06.2018 - 01.2019
- Served as the primary point of contact for customer inquiries, providing timely and accurate information.
- Proactively managed customer accounts to ensure satisfaction and retention.
- Coordinated with internal teams (sales, operations, finance) to facilitate smooth order processing and issue resolution.
- Maintained a deep understanding of company services, policies, and industry regulations to assist customers effectively.
- Utilized CRM systems to track customer interactions, manage data, and generate insightful reports.
Education
Bachelor in Political Science - International Relation
Budi Luhur University
Jakarta 04.2001 -
Skills
- Customer Relationship Management (CRM) Systems
- Sales Strategy Development and Execution
- Procurement and Vendor Management
- Market Research and Competitive Analysis
- Contract Negotiation and Supplier Relations
- Cross-functional Team Collaboration
- Training and Product Onboarding
- Customer relationship building
Accomplishments
- Maintained strong relationships with high-profile clients, providing dedicated support to ensure satisfaction and long-term engagement.
- Successfully onboarded 600+ users within a single company, ensuring a smooth transition and adoption of Aspire’s solutions.
- Assisted in organizing mid to large-scale events hosted or attended by Aspire, enhancing brand presence and client engagement.
- Collaborated with cross-functional teams to support and cater to the needs of high-value clients, ensuring seamless service delivery.
Timeline
Customer Success Manager
Aspire
01.2024 - Current
Sales Development Representative (SDR)
Aspire
10.2022 - 12.2023
Sales Representative
EverGreen Logistical Services
06.2022 - 09.2022
Procurement Officer
Salim Agrochemical Division
05.2019 - 05.2022
Customer Care Booking Officer
CMA CGM Indonesia
06.2018 - 01.2019
Bachelor in Political Science - International Relation
Budi Luhur University
04.2001 -
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