Customer Success Team Leader

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 ResponsibilitiesTeam Leadership & DevelopmentLead, 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 ManagementBuild 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 ImprovementOversee 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 & RequirementsBachelor’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.