Customer Success Manager (Jakarta Based) - Defence, Aerospace, & Digital Sectors
Talent Hunts Indonesia is an Executive Search Agency based in Jakarta, currently working with a global leader in advanced technologies for the Defence, Aerospace, and Cyber & Digital sectors, who are looking for a highly strategic and technically adept Customer Success Manager. This role serves as the primary technical and commercial interface for airline and operator customers in Indonesia. The position demands a balanced mastery of technical support management (engineering, maintenance, and reliability analytics) and robust commercial ownership (contract management, cash flow oversight, and margin optimization). The ideal candidate will possess a deep understanding of aviation or aerospace contracts and a proven track record of driving customer intimacy and long-term business growth.
Job Description:
- Technical Support & Operations Interface:
Primary Interface: Act as the primary technical point of contact for airline and operator customers, handling maintenance, engineering, and operations queries.
Reliability Management: Assess product removals and reliability data to detect potential issues early; develop and implement proactive reliability improvement plans.
Incident & Support Tracking: Manage internal resolution processes, including chronic unit processes, Line Replaceable Unit (LRU) investigations, aviation incident protocols, and hotlines.
Entry into Service (EIS): Support and prepare for the Entry into Service of new aircraft types, equipment, or In-Flight Entertainment (IFE) systems, ensuring on-time delivery of media software.
Trend Analysis: Monitor customer repair trends and flow to accurately forecast repair market shares.
Contractual & Financial Ownership:
Contract Management: Manage and deliver profitable contract commitments, tracking milestones such as On-Time Delivery (OTD), gross margins, and Service Processing Time (SPT).
Financial Administration: Oversee cash and financial terms of payment, including invoicing plans, reconciliation, volume/merchandise discounts, credit lines, and cash incentives.
Risk Mitigation: Identify and highlight contractual risks and opportunities impacting margins, and establish clear mitigation plans.
Fleet Validation: Update and validate customer fleet profile data (additions, removals, warranty status) and validate flying hours (FH) for By-The-Hour (BTH) contract invoicing.
Customer Intimacy & Growth:
Relationship Building: Drive continuous improvement in customer relationships, capturing and following up on action items from satisfaction platforms (e.g., NPS).
Incremental Business: Identify and drive incremental business opportunities within active customer contracts to expand repair market share and increase overall margins.
Brand Promotion: Act as a brand ambassador, promoting products, modern tools, and automated processes through professional visits and technical presentations.
Requirements
- Proven experience in Customer Success, Technical Account Management, or Engineering/Program Management within the Aerospace, Aviation, or High-Tech Defense sectors.
- Strong technical literacy with a deep understanding of aircraft maintenance, engineering, or in-flight technology systems.
- Deep commercial acumen with experience managing multi-million dollar contracts, financial modeling, invoicing reconciliations, and margin optimization.
- Proficient in using SAP and Customer Relationship Management (CRM) software (e.g., Salesforce).
- Comfortable utilizing data analytics tools for reporting and forecasting.
- Exceptional communication, presentation, and negotiation skills.
- Fluent in English and Bahasa Indonesia (written and verbal) to facilitate coordination with international teams.
- Willingness to travel frequently for customer engagement and regional coordination.
- Willing to be based in Jakarta.
Gedung Treasury Tower 1, Lt.7 Unit F. Jl. Jend. Sudirman Kav 52-53 Kebayoran Baru Jakarta Selatan Telephone (021) 50208136