Delivery Lead (Customer Success Manager)

WIZ.AI; Indonesia; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading AI solutions company in Indonesia is seeking a Service Delivery Lead to manage the customer lifecycle from the initial contact to long-term optimization. This role involves driving product adoption and collaborating closely with C-suite clients. The ideal candidate must have over 5 years of experience in presales and account management, strong communication skills, and the ability to lead a team. Onsite work required in Jakarta, with a focus on building client relationships and ensuring satisfaction.

Qualifications

• Minimum 5 years of experience in presales, solution consulting, customer success, or account management.
• Proven experience in technical presales and customer success.
• Strong communication skills with C-suite stakeholders.

Responsibilities

• Lead onboarding of new clients, ensuring smooth deployment.
• Engage with clients through business reviews and training sessions.
• Drive presales activities including solution design and product demos.
• Analyze product usage data to improve adoption and prevent churn.
• Manage and mentor the delivery/presales team.

Skills

Technical presales

Customer success

Team management

Strong communication

Problem-solving

Job description

About us

WIZ.AI provides enterprise‑grade conversational AI solutions to enhance customer experience and increase operational efficiency. WIZ.AI's AI Agents provide human‑like engagement to facilitate customer interactions at scale, enabling businesses worldwide to connect with their customers and provide exceptional customer service and strong business ROI.

Job Summary

We're looking for a dynamic and visionary Service Delivery Lead to own the entire customer lifecycle—from the first technical pitch to strategic long‑term growth and optimization. You won't just manage accounts; you'll be the trusted advisor to C‑Suite stakeholders, driving product adoption, identifying high‑impact growth opportunities, and leading a team that executes flawless technical solutions.

Key Responsibilities

• Lead, organize, and execute the onboarding of new clients, ensuring smooth knowledge transfer and solution deployment.
• Engage with clients regularly through quarterly business reviews, roadmap presentations, and product training sessions.
• Drive presales activities including solution design, technical presentations, product demonstrations, and proposal support.
• Manage change requests and incident response according to SLA, leveraging deep product knowledge and client context to offer effective solutions.
• Analyze product usage data and key business metrics to proactively improve adoption, prevent churn, and uncover upselling opportunities.
• Identify and close gaps between client expectations and business performance of the solution (e.g., talkbot), and lead optimization initiatives with internal task forces.
• Partner with the sales team in renewal, upselling, and account expansion efforts by aligning technical solutions with customer growth stages.
• Act as a trusted advisor to C‑ and D‑suite stakeholders, guiding clients on both technical and business aspects.
• Manage and mentor the delivery/presales team to ensure consistent quality of service and scalability of operations.

Key Requirements

• Minimum 5 years of experience in presales, solution consulting, customer success, or account management within enterprise technology or related industries.
• Proven experience in technical presales (solution design, proposal development, product demos, RFP/RFI handling) and customer success (renewals, upselling, adoption, and retention).
• Prior experience in fintech, martech, or enterprise software/services is highly advantageous.
• Strong communication skills with proven track record working with C‑ and D‑suite stakeholders.
• Fluency in Mandarin are strongly encouraged to apply, as this skill is a valuable resource for engaging with our Chinese‑speaking partners/clients.
• Onsite work based in Jakarta (EightyEight@kasablanka, Jakarta Selatan).

Capabilities & Personality

• Strong leadership skills with the ability to manage, mentor, and grow a team.
• Excellent communication, presentation, and negotiation skills.
• Empathetic and confident in handling client concerns, complaints, or conflict resolution.
• Data‑driven decision maker; able to quickly identify trends and resist unsupported assumptions.
• Strong prioritization and time management skills.
• Problem‑solving mindset with a “take charge” personality and consistent follow‑through.