Strategic Customer Success Lead

PT OBS SOLUSI TEKNOLOGI INDONESIA; Jakarta Utara; On-site; IDR 300,000,000 - 540,000,000; Full time

Job summary

PT OBS Solusi Teknologi Indonesia in Jakarta, Indonesia is seeking a Strategic Customer Success Manager to lead relationships with banks and financial institutions, translating insights into strategic actions. This role does not handle day-to-day support.

You will partner with Support, Product, Engineering, and Operations to identify risks, opportunities, and product needs, and you will provide executive summaries and health assessments to management.

Qualifications

• Excellent communication and interpersonal skills.
• Strong questioning, probing, and listening skills.
• Strong analytical and problem-solving abilities.
• Ability to identify root causes and business impact.
• Strong escalation and issue management skills.
• Strong presentation and executive reporting skills.
• Ability to translate customer feedback into actionable insights.
• Strong cross-functional collaboration.

Responsibilities

• Build and maintain strategic relationships with key customers in Banking/Financial sectors.
• Proactively identify and communicate risks and customer concerns.
• Coordinate with Support, Product, Engineering, and Operations on strategic issues.
• Capture customer feedback and translate into product and process improvements.
• Monitor customer health indicators and provide management with health assessments.
• Prepare executive-level summaries and actionable recommendations.

Skills

Communication

Interpersonal skills

Analytical thinking

Root cause analysis

Escalation management

Presentation skills

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in IT/CS/Engineering/Management

Job description

PT OBS Solusi Teknologi Indonesia in Jakarta, Indonesia is seeking a Strategic Customer Success Manager to lead relationships with banks and financial institutions, translating insights into strategic actions. This role does not handle day-to-day support.

You will partner with Support, Product, Engineering, and Operations to identify risks, opportunities, and product needs, and you will provide executive summaries and health assessments to management.