Customer Success Excellence Director

Are you a visionary leader passionate about driving customer success and operational excellence? PT Inovasi Digital Nusantara, a fast-growing tech innovator in Bangka Belitung, is seeking a Customer Success Excellence Director to spearhead our mission of delivering exceptional digital solutions to our clients. As part of our dedicated team, you will be responsible for ensuring our customers achieve maximum value from our products and services, while also driving continuous improvement in our operational processes.

In this role, you will work closely with cross-functional teams to develop and implement strategies that enhance customer satisfaction and loyalty. You will leverage your extensive experience with tools like Salesforce, HubSpot, and Zendesk to monitor customer interactions, identify trends, and proactively address any issues. With PT Inovasi Digital Nusantara, you will have the opportunity to make a tangible impact on our customers' success while growing your leadership skills in a dynamic and innovative environment.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of Customer Success Managers to ensure they deliver outstanding customer experiences.
• Develop and execute customer success strategies that align with our company's goals and objectives.
• Monitor customer interactions and feedback using tools like Salesforce and HubSpot to identify trends and areas for improvement.
• Collaborate with product and engineering teams to address customer pain points and enhance our solutions.
• Drive operational excellence by implementing best practices and continuous improvement initiatives.
• Report on key customer success metrics and KPIs to stakeholders, providing actionable insights.
• Foster a culture of customer-centricity across the organization.
• Stay updated with industry trends and best practices in customer success and operational excellence.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 10 years of experience in customer success, account management, or a similar role, with at least 5 years in a leadership position.
• Proven track record of successfully managing customer relationships and driving customer satisfaction.
• Strong understanding of customer lifecycle management and experience in using CRM tools like Salesforce or HubSpot.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and provide actionable insights to drive business decisions.
• Certification in customer success or a related field is a plus.
• Fluency in both written and spoken English and Indonesian.

🛠️ Keahlian

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