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Customer Success Manager - Customer intelligence

Job Title: Customer Success Manager - Customer intelligence
Contract Type: 正社員
Location: Tokyo
Salary: 6 - 10 Million Yen Annually
Start Date: ASAP
REF: 784954
Contact Name: Christian Morner
Contact Email:
Job Published: 7ヶ月 前

Job Description

Company description

Our client believes in the whole employee experience, meaningful work. Empowerment to make a difference that changes people’s lives. Dynamic work environments that foster innovation, and an award-winning culture that makes it all possible. They believe great ideas can come from anywhere. Whether you're a university recruit, or an experienced professional ready for the next big challenge, our client brings perks, passion, and the potential to grow. No limits.

Job Summary

The Customer Success Manager will manage a portfolio of customers who have purchased their strategic technology and solutions, with the goal of supporting the customer from onboarding through technology adoption and use expansion. This position is an integral part of our client’s long term relationship with its customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of the business relationship. Beyond direct interaction with our customers, this individual will work with our client’s internal organizations to ensure customer needs are being met in a timely manner.

Primary Responsibilities

    • Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers.

    • Responsible for customer communications and conflict resolution

    • Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.

    • Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer

    • Monitor Customer Success through metrics and other measurements.

    • Develop an understanding of our client’s products and services available to help customers adopt and leverage the software to meet their goals and business needs

    • Discover opportunities for additional software, services, education and references and direct leads accordingly.

    • Introduce new versions of software to existing customers.

Additional Responsibilities

    • Develops strategy to work with customers and internal resources to coordinate contract renewals.

    • Manages the protection of revenue for the existing renewal stream.

    • Assesses account needs and recommend appropriate solutions by applying knowledge of Institute marketing goals and objectives, our client’s applications, supported hardware platforms, marketing and business trends, and industry knowledge.

    • Works closely with virtual sales team, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.


Required Skills

Required skills

  • Bachelor's degree, preferably in Business, Marketing, MIS or related field.

  • Japanese and English speaking & writing proficiency

  • A minimum of five years of experience in sales, business partner relationship development, or technical functions within the technology industry. Experience in at least one vertical market preferred.

  • Good knowledge of basic sales techniques. Able to work and learn independently.

  • Good written, verbal, and interpersonal communications skills

  • Ability to work effectively in a team environment

  • Ability to travel occasionally