Customer Success Manager (Technical Services) - Data Center

Michael Page; Daerah Khusus Ibukota Jakarta; On-site; IDR 80,000,000 - 150,000,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and drive service excellence. This role involves serving as the primary interface for customers, ensuring effective issue resolution, and conducting service reviews. You'll lead a dedicated team, mentor staff, and implement improvements to elevate customer satisfaction. With high visibility and significant growth potential, this position offers an exciting opportunity to make a meaningful impact in a thriving data center environment. If you're passionate about customer success and have a strong technical background, this role is perfect for you.

Benefits

High impact management role

Great career prospects

Qualifications

• Bachelor's degree in Engineering or a related field is essential.
• Strong background in customer success and technical service management.

Responsibilities

• Serve as the primary customer interface, ensuring smooth coordination.
• Conduct monthly service review meetings and manage customer complaints.

Skills

Problem-solving skills

Customer relationship management

Analytical skills

Communication skills

Education

Bachelor's Degree in Engineering or related technical discipline

Tools

Customer performance reporting tools

Service metrics tools

Job description

About Our Client

We are currently partnering with one of the leading data center companies in Indonesia, who is looking for a competent Customer Success Manager to help them in this time of growth.

Job Description

• Serve as the primary customer interface, ensuring smooth coordination between customer personnel and internal technical teams to troubleshoot and resolve issues in a timely manner.
• Conduct and lead monthly service review meetings, documenting discussions, action items, and progress updates in meeting reports.
• Oversee the preparation, quality control, and timely submission of customers' monthly service reports.
• Track, monitor, and manage customer complaints, ensuring effective issue resolution while maintaining high customer satisfaction.
• Compile and submit regular reports on Customer Success & Technical Service Management (TSM) performance for management review.
• Manage customer orders, including RFPs, project escalations, service modifications, and audit requests, ensuring a smooth process from initiation to completion.
• Act as a liaison between customers and internal service delivery teams, providing updates, reports, and Customer Acceptance Forms.
• Ensure team members prepare and maintain Methods of Procedure (MoPs) for emergency and preventive maintenance activities, as well as review service-related client notifications.
• Participate in customer onboarding meetings, ensuring a seamless transition into ongoing service management.
• Support Account Managers (AMs) with customer orders, quotations, proposals, and revenue collection when applicable.
• Conduct internal service review meetings with the team to ensure service performance meets expectations and provide insights for continuous improvement.
• Lead issue resolution efforts by leveraging both customer and internal technical resources, ensuring timely closures with minimal disruption.
• Mentor, develop, and support the Customer Success & Technical Service team, fostering a culture of excellence, continuous improvement, and customer-centric service.
• Regularly review Standard Operating Procedures (SOPs), customer guides, and manuals, recommending and implementing necessary improvements.
• Assist with the company's annual Customer Satisfaction (CSAT) survey, gathering valuable insights to enhance service quality.

The Successful Applicant

• Bachelor's Degree in Engineering/related technical discipline.
• Possess CDCP and/or ITIL Certification.
• Strong background in customer success, technical service management, or service delivery within a data center or IT infrastructure environment.
• Excellent problem-solving skills with a proactive approach to customer issue resolution.
• Proficient in English and Bahasa Indonesia.
• Ability to collaborate effectively across teams and manage multiple customer relationships.
• Strong analytical skills with experience in customer performance reporting, service metrics, and quality control.
• Experience in mentoring and developing technical service teams is a plus.
• Good technical knowledge in M&E, Network, CI, DC facilities related systems, etc.
• Good communication skills with the ability to manage customer needs and expectations.

What's on Offer

• High impact, high visibility management role.
• Great career prospects as the growth opportunity in the company is tremendous.