Customer Success Specialist

Digital Realty Bersama; Jakarta Timur; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading data center provider in Jakarta Timur seeks an experienced Customer Success Manager to enhance customer satisfaction and manage key accounts. The ideal candidate should have a degree in Business or related fields and experience in B2B client relations. Strong organizational skills and excellent communication in English are essential. You will work closely with sales and operational teams to support customer engagement and drive product adoption.

Qualifications

• Minimum 2–3 years in B2B key account management, customer success or client relations.
• Proficiency with CRM and customer success tools.
• Ability to manage multiple priorities effectively.

Responsibilities

• Communicate effectively and manage customer expectations.
• Drive high customer satisfaction and manage onboarding processes.
• Gather and document customer feedback.

Skills

B2B key account management

Excellent communication skills

Strong organizational skills

Customer focus

Education

Bachelor's degree in Business, Communications, IT or related field

Tools

CRM tools

Microsoft Suite

Job description

General Responsibilities

1. Communicate effectively to set customer expectations and influence outcomes.
2. Act as a customer advocate by ensuring smooth and clear handoffs with internal teams throughout and after implementations.
3. Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs.
4. Coordinate with sales, operations, and management teams to support account management and provide timely updates and resolutions to customers.
5. Drive high customer satisfaction.
6. Flag churn risks and proactively engage with sales, operations and management.
7. Generate monthly report and conduct regular meetings with customers.
8. Maintain confidentiality and handle sensitive information with discretion

In-Depth Responsibilities

1. Follow up on post-implementation tasks and ensure they support customer goals by managing onboarding, training, reviews, and escalations.
2. Understand customer usage trends to drive adoption, using relationships and tools to meet requirements and improve their experience.
3. Actively gather customer feedback and provide it to relevant teams.
4. Identify feedback trends and drive process improvements for key accounts.
5. Engage key stakeholders to ensure adherence to procedures and policies.
6. Document and communicate issue resolutions and improvement plans.
7. Support renewal agreements and identify opportunities for customer expansion by partnering with sales teams.
8. Manage delivery of Operational Survey Reviews and support follow-up actions.

Requirements

• Bachelor’s degree in Business, Communications, IT, or a related field, or equivalent experience.
• Minimum 2–3 years in B2B key account management, customer success, client relations, or professional services.
• Strong organizational skills with a sense of urgency, excellent time management, and the ability to manage multiple priorities effectively.
• Excellent communication skills in English (Mandarin a plus), with the ability to set expectations clearly, resolve conflicts, and build strong relationships.
• Proficiency with CRM and customer success tools, Microsoft Suite, and the ability to quickly learn new software.
• Strong customer focus with the ability to empathize, think strategically, and drive customer satisfaction and adoption.
• Collaborative and trustworthy team player with corporate acumen, including executive presence, financial awareness, and a proactive, problem-solving mindset.