Connecting to LinkedIn...

Customer Relationship Manager

Job Title: Customer Relationship Manager
Contract Type: 正社員
Location: Tokyo
Salary: 6 - 10 Million Yen Annually
Start Date: ASAP
REF: 788351
Contact Name: Roland Bolinth
Contact Email:
Job Published: 6ヶ月 前

Job Description

What you will do:


The Customer Relationship Manager (Global Service Manager) primary purpose is to contribute to the retention and growth of a portfolio by providing the key delivery interface within our organisation and ensuring effective service delivery to customers.


  • Management of a portfolio of customers using the service management framework

  • Be the primary service relationship interface between customers and us for activation / assurance / billing issues

  • Plan and execute on the service management framework though service review meetings, service improvement and strategy plans and relationship health checks

  • Foster open communications between all stakeholders, establish relationships and clear understanding of accountabilities

  • Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service delivery issues, and support the sales process

  • This role has a requirement for out of business hours escalation support for customers with complex servicing requirements

  • Development of partnerships between customers, vendors and sub-contractor organization to address business opportunities for us.

  • Review the ongoing service delivery and assurance activities and provide periodic reports

  • Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction

  • In conjunction with the sales teams, identify and proactively manage a sub-set of their portfolio

  • Own and drive to completion NPS (Net Promoter Score) issues on a SIP (Service Improvement Plan) and implement action plans as required

  • Ensure delivery & assurance systems have updated Customer profiles

  • Promote online applications (portals) through demonstrations and workshops


Required Skills

What you can offer:


  • Proven understanding and knowledge of Telecommunications/IT products and global data services

  • Minimum of 5 years of experience as a Service Manager with customer facing service or significant customer relationship management experience

  • Ability to establish and build ongoing relationships with customers and suppliers and a demonstrated ability to manage stakeholders across these groups.

  • Effective planning and organizational and multi-tasking skills

  • Good analytical and systems skills

  • Focus on problem solving through analysis and research, meticulous with details

  • Good interpersonal skills and strong team worker/player

  • Good oral and written and communication skills in English. Fluency in Japanese is a must have skill.

  • Demonstrates maturity and good business acumen, particularly in a client facing role

  • ITIL V3 Foundation certification is an added advantage

  • Some technical and/or engineering knowledge is an advantage

  • Be able to win stakeholder support and to be able to engage the right people in the right way

  • Influencing stakeholders, forming networks, building cohesive relationships

  • Be able to build effective relationships as a way of influencing customers

  • Engagement with various levels of our customers, interpreting customer requirements, meeting regularly with the our Sales teams to review customer profiles and future growth planning

  • Be able to recognize and apply the skills knowledge of service management concepts and disciplines