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Customer Success Manager (Technical Services) - Data Center

Jakarta Permanent View Job Description
As a Customer Success Manager (Technical Services), you will be the key point of contact for customers, ensuring seamless service delivery, customer satisfaction, and technical issue resolution. You will collaborate closely with internal teams to oversee service performance, manage escalations, and drive continuous improvements to enhance the overall customer experience.
  • Multinational company
  • Fast paced working environment

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 on boarding 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
Contact
Veny Adilia
Quote job ref
JN-012025-6645474
Phone number
+62 21 2958 8846

Job summary

Function
Property, Facilities Management
Sub Sector
Technical Services Manager
What is your area of specialisation?
Property
Location
Jakarta
Contract Type
Permanent
Consultant name
Veny Adilia
Consultant contact
+62 21 2958 8846
Job Reference
JN-012025-6645474

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.