Customer Success Senior Manager

Build What Matters. Grow Beyond Limits. DOKU is where innovation meets real impact, creating seamless, secure payment experiences for millions, every day. About The Role: A team leader to provide personalised, high-touch (white-glove) service and act as the primary technical liaison for DOKU’s VVIP and VIP merchants (around 40-50 merchants). The Customer Success team is responsible for bridging business needs with end-to-end technical solutions such as managing integration processes, troubleshooting complex technical issues, taking in merchant requirements and communicating it to internal teams, and ensuring that technical aspects of the merchant experience are at optimal levels, such as success rates, latency, up time, reliability and scalability. What Will You Do: Deliver a high touch and personalised relationship with the merchant, serving as the merchant’s first and primary contact for technical matters and issues. Together with the rest of DOKU’s technical teams, ensure that DOKU’s systems and applications are stable, consistently available and reliable, meeting the merchant's uptime, capacity, and performance targets. Point person to monitor, investigate and resolve technical issues and incidents affecting VVIP and VIP merchants and ensure proper and timely communication to internal teams and the merchants. Advocate for VVIP and VIP merchants by giving feedback to DOKU’s product and engineering teams to build a roadmap that can cater to the future success and growth of the merchants. Be proactive in ensuring the merchant's experience of the DOKU platform and service is always being optimized to ensure merchant growth and loyalty. Conduct periodic technical reviews, performance evaluations, and strategic sessions with merchants. Technical Skill Requirements: Strong technical knowledge including APIs, web services, network protocols and relevant programming languages. Previous experience in payments especially in credit cards and alternative payment methods (APMs) is highly desired. Strong verbal and writing skills in English and Bahasa Indonesia. Soft Skill Requirements: Excellent analytical and problem solving skills with strong curiosity in investigating and resolving technical issues. Able to communicate complex technical issues in simpler terms to suit the needs of non-technical stakeholders. Ability to manage multiple accounts and projects at the same time. Strong organizational and project management skills. Be part of a team shaping what’s next. Explore opportunities at <doku.com/career> #LI-Onsite