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Client Service Partner

Job Title: Client Service Partner
Contract Type: 正社員
Location: Tokyo, Japan
Salary: 7.5 - 9 Million Yen Annually
Start Date: TBA
REF: KB604480
Contact Name: Kevin Byrne
Contact Email:
Job Published: 3年弱 前

Job Description

  • Revenue retention and growth for assigned customer base
  • Manage the client relationship and gain Trusted Advisor status
  • Achieve and maintain reference status with assigned client(s)
  • Serve as the Customer Advocate
  • Promote solution stability through incident trend analysis, problem management, and cure plandevelopment and execution
  • Ensure efficiency and effectiveness in our support model. Activities include maintainingregular audits, contact management, customer specific support procedure coordination
  • Align with sales teams to develop account strategies and meet with targeted customers on a regularbasis to strategically build a partnership and grow revenue
  • Provide Program Management expertise in managing Service Level Agreements and other aspects of the client contractual agreement
  • Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on both sides
  • Coordinate all client communications including weekly and monthly reporting, crisis management and escalations
  • Maintain proactive customer communication to foster a high touch relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners
  • Schedule and lead effective team meetings which will include field and/ or corporate resources
  • Successfully interact with other organizations within client to deliver seamlessimplementations & service to clients
  • Serve as an escalation point 24/7 for production impacting incidents
  • Incident report creation and distribution
  • Coordinate change management activities by liaising with clients, Global Change Management, and our Service Center (activities include patching, standard maintenance, and customer specific changes)
  • Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes
  • Facilitate order process for customer moves, adds, changes, and deletes
  • Provide regular CRM audits to ensure an accurate depiction of services, contacts, and procedures
  • Prepare, schedule and facilitate regular client service reviews according to established best practices. These reviews highlight existing client services, any opportunities for new business, the status of account plans, and service levels.
  • Support the Client Loyalty program through customer education, and by encouraging client contacts to participate in the program by providing their feedback. Respond to survey alerts by adhering to the closed loop process


Required Skills

  • Bachelor’s degree or equivalent experience
  • Minimum of 3 to 5 years progressive program management experience, including a minimum of 3 years in consulting and/or technical management
  • Japanese Language: Native / English Language: Business
  • Demonstrated ability to manage large, complex programs with multiple projects
  • Strong interpersonal communication, presentation, organization and planning skills at all levels within an organization
  • Must possess initiative with strong analytical, problem solving skills and ability to make complex decisions in potentially ambiguous situations
  • Strong understanding of Project Management Methodology including the ability to create and monitor project plans and to drive and develop tasks associated with plan
  • Ability to work independently or as part of a team within a client site
  • Strong leadership qualities and strategic skills
  • Prioritization and time management skills. Ability to execute tasks in a high-pressure environment is crucial
  • Ability to work with both entry level personnel and Senior level executives
  • Ability to identify business development and "add-on" sales opportunities
  • Team player mentality and excellent work ethic
  • Good knowledge and understanding of Network services and how they work at a general technical level
  • Good understanding of financial industries, financial markets/trends and their requirements from an IT outsourcing partner
  • Strong aptitude/skills in communication, presentation, and information technology
  • Demonstrated successful client interaction skills
  • Competency with the operational aspects of providing complex hosting and IP services.
  • Mix of consulting and operational experience
  • In-depth knowledge of company offerings, products and services
  • Understanding of Information Technology Infrastructure Library (ITIL) framework
  • PMP certification