Customer Success Team Leader

5 days ago

Jakarta, Jakarta, Indonesia PERSOL APAC Full time 4,000,000 - 12,000,000 per year

PERSOL APAC Indonesia is supporting a client in the
petrochemical sector
seeking a
Customer Success Team Lead
. This position plays a key role in enhancing customer satisfaction, retention, and business growth by leading a high-performing team while remaining actively involved in daily operations. The role blends leadership and hands-on execution, ensuring customers achieve their goals and receive exceptional service.

Key Responsibilities

Team Leadership & Development

  • Lead, mentor, and support a team of Customer Success Specialists through coaching and clear performance goals.
  • Monitor team results using defined KPIs and foster a culture of accountability, collaboration, and continuous improvement.
  • Act as the main escalation point for complex customer or team issues, ensuring timely and effective resolution.

Customer Engagement & Relationship Management

  • Build and nurture long-term relationships with key customers, ensuring their objectives are met.
  • Conduct regular reviews, feedback sessions, and success planning meetings.
  • Handle escalated customer issues directly, including urgent or complex order and service matters.

Operational Excellence & Process Improvement

  • Oversee and support daily operations such as order fulfillment, invoicing, billing, and customer data management.
  • Ensure compliance and accuracy throughout the order-to-cash cycle, collaborating with Finance, Supply Chain, Legal, and Tax teams.
  • Prepare and review essential customer documentation and reports.
  • Analyze recurring issues to identify root causes and implement process enhancements.
  • Maintain strong working knowledge of systems such as SAP and CRM, guiding the team in their effective use.
  • Support month-end activities, reconciliations, and customer reporting as needed.

Qualifications & Requirements

  • Bachelor's degree in Business, Management, Supply Chain, or a related discipline.
  • Minimum of 5 years' experience in Customer Success, Account Management, or Order Management, including at least 2 years in a leadership position.
  • Proven ability to balance strategic leadership with hands-on operational responsibilities.
  • Excellent communication, negotiation, and problem-solving skills for handling complex situations.
  • Strong knowledge of end-to-end order-to-cash processes; experience with SAP and CRM systems preferred.
  • Highly adaptable, detail-oriented, and results-focused with the ability to manage multiple priorities effectively.
  • Analytical thinker with the ability to translate data into actionable insights.
  • Proficient in English; fluency in Mandarin is a significant advantage.

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