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Customer Success Executive

ポジション名: Customer Success Executive
雇用形態: 正社員
勤務地: Tokyo
職種:
給与: 2.5 - 5 Million Yen Annually
開始日: ASAP
リファレンス: 788360
担当者名: Ben Hunt
連絡メールアドレス: ben@visionconsulting.jp
求人公開日: October 09, 2018 14:37

求人要項

Responsibilities:

Customer Support

  • Provide functional support and training on our products and solutions.
  • Effective communication with internal and external client through all modes of communication.
  • Support clients’ issues reported from Sales and Account Management team.
  • Perform investigation and issue claims to client.
  • Analyse statistics or other data to determine the level of customer service our organisation is providing.
  • Meet with various teams on customer service improvement plan.
  • Keep up to date on our organisation's products or services and industry trends/practices.
  • Conduct migration in product version upgrade and communicate to client.
  • Coordinate with other geographic locations in order to build a “follow the sun” organization
  • Log tickets in CRM for all issues reported by client.
  • Resolves product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem, escalating, prompt follow through with Level 2 and 3 to ensure resolution.

 

Onboarding

  • Manage onboarding of all our products for Asia region
  • Ensure onboarding SLA and procedures are followed for smooth onboarding
  • Develop onboarding activities and timelines for new client
  • Conduct kick-off call with Account Manager and client to collect requirements and present timeline
  • Conduct regular calls with new clients to ensure onboarding update

Other

  • Execute on day-to day onboarding tasks including configuration, problem resolution, solution research, analysis, client training, and workflow understanding
  • Provide onsite training to the client at local market when needed
  • Design and conduct refresher trainings for existing clients when needed/purchased service
  • Update onboarding status into Salesforce CRM
  • Forward customer satisfaction survey for customer rating of onboarding experience
  • Handover of customer profile and products to customer support once new client goes live
  • Require to do product demo with sales team when called upon
  • Collaboration and communication on onboarding status with internal and external client through all modes of communication
  • Log tickets in CRM for all issues encountered during onboarding
 

Required Skills

Background

  • Diploma/BachelorDegreeonrelevantdisciplineinindustry
  • Experience with B2B technology company
  • Experience in global and multi-cultural organization
  • OR Experience in small or medium business environment

System Skills

  • Knowledge of the GDS and OTA environment
  • Computer efficiency in Excel, MS Word, PowerPoint, Salesforce.

Skills

  • Provencustomersupportandimplementationexperience
  • Strong communication skills
  • Strong contact handling skills through all communication media (emails, phone and media communication tool)
  • Familiar with salesforce CRM system
  • Ability to multi-task, prioritize and manage time effectively
  • Teamplayer

Languages

  • Native Japanese speaker
  • Business English (both spoken and written)