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.