Customer Success Manager (Technical Services) - Data Center

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.