Customer Success Manager

3 days ago


Jakarta, Indonesia BDx Full time

Reporting to the Head of Customer Success, the job holder is responsible to provide high-standard customer operations and build positive relationships with our valued clients. He/she will also drive collaboration with clients and internal cross-functional teams to provide reliable service. He/she will play an important role in the client retention and revenue growth targets by keeping our company competitive and innovative.

**Responsibilities**:

- Provide high-quality customer operations to corporate premium accounts in the data center business.
- Build and improve relationships of trust and integrity with designated customers.
- Perform post-sales service delivery and management.
- Handle billing inquiries and adjustments.
- Incident management, escalation to relevant parties to solve the problem for the customers.
- Communicate to stakeholders all relevant information such as progress to SLAs, improvement areas, etc.
- Championing and owning customer retention and partnering with sales on upsells.
- Manage and maintain the Client relationship, ensuring that all assigned Client accounts are obtaining value from BDx, and ultimately be responsible for overall client satisfaction.
- Monitoring customer health across the customer journey and taking data-driven actions to influence the right behavior.
- Advocating for customer needs and educating them on adopting new features.
- Perform ad-hoc tasks as assigned.

**Requirements**:

- University degree and above.
- Minimum 5 years’ experience in customer service management.
- Experience in client servicing and account management.
- Collaborative personality and able to build strong personal relationships.
- Highly organized, with attention to detail and a dedication to resolving issues.
- Experience in change/incident management.
- Knowledge of data center products and services is an advantage.
- Collaborate with other teams to assist to solve customers.
- A good team player self-motivation and good interpersonal skills.
- Good command of Bahasa Indonesia and English, both verbal and written.
- Good computer knowledge of MS Office.
- ITIL V3 foundation certification.



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