Fachry Hazmi
Head of Customer Success at Mekari- Claim this Profile
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English Full professional proficiency
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Indonesian Native or bilingual proficiency
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Bio
Tala Marie Taningco
Fachri is one of the best colleagues I have ever worked with. He is dedicated and committed to his job and tries to help in whatever way he can. One of the best qualities to find in an employee is humbleness and willingness to learn and no doubt, Fachri exemplified this. Aside from that, his strengths as part of the Customer Success team is his approachability. He can easily establish rapport inside and out. He made it easy for everyone he worked with may it be a client or somebody inside the organization asking for help. These days it is a skill the people tend to overlook. I wish him nothing but the best in his future endeavors!
Shaniqua Adalawiya Pulungan
I’m lucky to have worked with Fachry, a team member that helped me a lot in shaping the Customer Success team. He has a lot of experience working with various clients from different industry. He can truly give the best advice and service to the clients with his communication skills. There's no doubt about this! He brought positive vibes in the team and encourage others to do better. He is definitely one of a team player!
Tala Marie Taningco
Fachri is one of the best colleagues I have ever worked with. He is dedicated and committed to his job and tries to help in whatever way he can. One of the best qualities to find in an employee is humbleness and willingness to learn and no doubt, Fachri exemplified this. Aside from that, his strengths as part of the Customer Success team is his approachability. He can easily establish rapport inside and out. He made it easy for everyone he worked with may it be a client or somebody inside the organization asking for help. These days it is a skill the people tend to overlook. I wish him nothing but the best in his future endeavors!
Shaniqua Adalawiya Pulungan
I’m lucky to have worked with Fachry, a team member that helped me a lot in shaping the Customer Success team. He has a lot of experience working with various clients from different industry. He can truly give the best advice and service to the clients with his communication skills. There's no doubt about this! He brought positive vibes in the team and encourage others to do better. He is definitely one of a team player!
Tala Marie Taningco
Fachri is one of the best colleagues I have ever worked with. He is dedicated and committed to his job and tries to help in whatever way he can. One of the best qualities to find in an employee is humbleness and willingness to learn and no doubt, Fachri exemplified this. Aside from that, his strengths as part of the Customer Success team is his approachability. He can easily establish rapport inside and out. He made it easy for everyone he worked with may it be a client or somebody inside the organization asking for help. These days it is a skill the people tend to overlook. I wish him nothing but the best in his future endeavors!
Shaniqua Adalawiya Pulungan
I’m lucky to have worked with Fachry, a team member that helped me a lot in shaping the Customer Success team. He has a lot of experience working with various clients from different industry. He can truly give the best advice and service to the clients with his communication skills. There's no doubt about this! He brought positive vibes in the team and encourage others to do better. He is definitely one of a team player!
Tala Marie Taningco
Fachri is one of the best colleagues I have ever worked with. He is dedicated and committed to his job and tries to help in whatever way he can. One of the best qualities to find in an employee is humbleness and willingness to learn and no doubt, Fachri exemplified this. Aside from that, his strengths as part of the Customer Success team is his approachability. He can easily establish rapport inside and out. He made it easy for everyone he worked with may it be a client or somebody inside the organization asking for help. These days it is a skill the people tend to overlook. I wish him nothing but the best in his future endeavors!
Shaniqua Adalawiya Pulungan
I’m lucky to have worked with Fachry, a team member that helped me a lot in shaping the Customer Success team. He has a lot of experience working with various clients from different industry. He can truly give the best advice and service to the clients with his communication skills. There's no doubt about this! He brought positive vibes in the team and encourage others to do better. He is definitely one of a team player!
Experience
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Mekari
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Indonesia
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Software Development
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700 & Above Employee
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Head of Customer Success
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Sep 2022 - Present
Returning to build and scale Mekari Customer Success team as the company aim to go upmarket, managing customers in Large & Enterprise company segment. Currently leading a team of 9 Customer Success Managers handling Mekari's core products: Talenta, Qontak, Jurnal and Klikpajak. Returning to build and scale Mekari Customer Success team as the company aim to go upmarket, managing customers in Large & Enterprise company segment. Currently leading a team of 9 Customer Success Managers handling Mekari's core products: Talenta, Qontak, Jurnal and Klikpajak.
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Kata.ai
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Indonesia
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IT Services and IT Consulting
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1 - 100 Employee
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Head of Customer Success
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May 2022 - Aug 2022
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Customer Success Manager
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Nov 2020 - Apr 2022
First professional hire as a Customer Success tasked with the responsibility to build the framework for Kata’s Customer Success team while managing Enterprise clients worth USD 600k ARR.Work with clients from multiple verticals such as Banking, Telco, Retail & Govt. Notable clients include Telkomsel, CIMB Niaga, Erajaya, BPJS Kesehatan, etc.- Managing clients retention to reduce the risk of client churns. Achieved this through proactive engagement as the client trusted advisor, providing expert advice on solution best practices. - Growing subscription MRR through account expansions- Establish a Customer Success framework that results in a reduction of renewal lead time from 120+ days to 24 days in a span of 10 months- Engage with solution partners to ensure proper client onboarding & project delivery Show less
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Nimbly Technologies
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Singapore
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Software Development
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1 - 100 Employee
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Customer Success Manager
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Nov 2019 - Nov 2020
Managing a team of 8 Customer Success and Customer Support specialists handling 50+ clients across multiple verticals such as F&B, Retail, Agriculture & Manufacture. Notable clients include Wilmar, Cargill, Erha Clinic, & Delamibrands. - Managing the team to drive better onboarding in order to drive better solutions adoption to all clients branches/locations. Managed to achieve 2x growth in a popular beverages company - Pioneer the engagement with multi-national agriculture company & first enterprise manufacture clients - Spearhead development of the Customer Support team to support clients day to day operations and reduce the workload among Customer Success Specialist enabling more productive engagement - Develop a framework of internal team processes to build a strong and efficient Customer Success organization Show less
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Capillary Technologies
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India
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IT Services and IT Consulting
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700 & Above Employee
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Senior Associate, Customer Success
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Oct 2018 - Nov 2019
Acting as local associate filling a hybrid role in both Account and Project Management in a team managing Indonesian clients worth USD 400k ARR. Notable brands such as Bata Indonesia, Erajaya, Mitra10, & BakmGM. - Working closely with multiple teams including Delivery, Product, Integration & Support to ensure a successful Loyalty Program through Capillary platform generating IDR 100+ B per annum towards clients’ businesses - Owning clients business KPIs and drive growth by tracking and analyzing clients growth, suggesting and managing initiatives resulting in 85% revenue contribution from loyalty sales in one of Capillary Indonesia marquee client - Manage new client or projects onboarding to ensure smooth implementation - Establish strategic relationships with client key stakeholders and drive continuous feedback loop through regular business reviews & engagements Show less
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Mekari
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Indonesia
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Software Development
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700 & Above Employee
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Senior Customer Success
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Jan 2018 - Sep 2018
After two years stint as an Implementation Specialist in the company, I switched gears to experiment in emerging role in SaaS business back then as Customer Success to drive better client retention & product adoption.- Building roadmap for successful Customer Success team to drive increase of client retention rate- Managing retention for over 100+ Talenta & Sleekr clients- Driving client product adoption & usage expansion while assessing feedback for product improvement
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HRIS Implementation Specialist
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Dec 2015 - Dec 2017
Talenta.co is a cloud software (SaaS) that focuses on Human Resources and Payroll. Helping small and medium companies change the way they manage their talents through easy to use, personalized HR software. Got acquired by Mekari in May 2018 and rebranded to Talenta by Mekari.- Managing implementations for new client on boarding- Gathering and understanding client business requirement for system deployment- Project manage the implementation to ensure smooth go-live experiences- Consult client on HRIS & Payroll best practiceManaging up to 35+ clients including Via.com, Qlue, Cartenz, Inti Bangun Sejahtera, etc. Show less
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Education
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2011 - 2015
Institut Tazkia
Bachelor's degree, Islamic Financial Management
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