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Customer Success Manager

Job Title: Customer Success Manager
Contract Type: 正社員
Location: Tokyo
Industry:
Salary: Negotiable, based on experience
Start Date: ASAP
REF: 650465 2
Contact Name: Roland Bolinth
Contact Email: roland@visionconsulting.jp
Job Published: 11ヶ月 前

Job Description

  • Broad responsibilities include;
    • Evangelize capabilities of applications including Best Practices and Optimization of Human Resources, Supply Chain or Finance business processes.
    • Effectively network and expand relationships with the senior business sponsors in order to understand and execute against customer’s business goals and objectives.
    • Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
    • Customer retention and renewal including supporting the execution of the support and maintenance or subscription renewal
    • Seek customer reference by creating raving fans
    • Own development and delivery of special global projects, activities, and strategic initiatives related to Customer Success Manager development and Elite revenue.
    • Independently lead complex projects and high level organizational initiatives from start to finish, with minimal direction
    • Provide leadership and mentoring to Customer Success Managers, cross-functional and interdepartmental teams and customer focus groups involved in projects

 

  • Specific Customer Lifecycle phases include;
    • Engagement Phase
      • Kickoff and welcome process
      • Capture Business goals and objectives and execute Benchmarking
      • Communicate support process and inform customer how to use the Support portal
      • Work with Cloud Operations during provisioning process
    • Deployment Phase
      • Attend handover meeting(s) between Cloud Operations and Consulting Services or the partner performing the Implementation
      • Participate in project status meetings and review and customer issue
      • Facilitate any support escalations
    • Adoption and Evolution Phase
      • Proactively resolve Application or Operations issues through Support and Cloud Operations
      • Schedule regular meetings with customers to understand current issues
      • Setup Executive Business Reviews to revisit customer’s business goals
        • Show progress against customer’s business goals derived from technology and service investment
        • Perform benchmarking as appropriate
        • Typically twice a year this is done onsite at the customer’s location.  
      • Regular review enablement and training plan
      • Proactively introduce applications and services to customers where business needs goals intersect with provided solutions
      • Coordinate with Sales team for additional users if needed
      • Setup peer to peer networking opportunities and help broaden customer communities

Required Skills

EDUCATION & EXPERIENCE:

  • Bachelor’s Degree or equivalent experience
  • 7-10 years’ experience working in a service or support capacity within the software or high-tech industry
  • 5+  years of experience managing critical customer issues with senior management
  • 3-5 years of combined successful experience in the following areas:  account management, project management or implementation management experience in the software industry
  • Experience working with complex global organizations preferred
  • Proven creativity and thinking outside the box
  • Proven ability to communicate ideas effectively is required
  • Proven strong negotiation and influencing skills

 

 Required Skills

  • Application knowledge - Human Capital Management, Supply Chain Management or Finance are examples
  • Industry knowledge and experience
  • Excellent written/verbal communication and presentation skills
  • Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
  • Ability to respond quickly to changing demands and market conditions
  • Commitment to teamwork and ability to operate in a matrix management environment
  • Consultative account management skills
  • Great listener
  • Fluency in Japanese language as well as working knowledge of English is required.