Customer Service and Enterprise Support - Software Company

勤務地 Tokyo, Japan
職種 正社員
給与 ¥8000000.00 - ¥10000000.00 per annum
専門 テクノロジー・デジタル・通信,
Sub-specialization テクニカルカスタマーサポート, プリセールス,
お問合せ Maki Takei
参照 JO-1812-407821
see Maki's jobs

[Company Description]
Global Software Company

[Responsibilities]

  • Responsible for the management of assigned customer requests, engaging with customer per the playbook.
  • Engagement plan development, in collaboration with customer, defining a specific timeframe and scope
  • Drive customer success, through education on how to leverage end-to-end usage of engagement plans, with higher focus on the automated and self-guided elements across product, adoption & success resources e.g. The company Launchpad, ES Value Maps, Communities, Webinars
  • Manage mission critical situations and mitigate risks to ensure business continuity of their company Software Solution, triggering internal processes for additional assistance when and where needed
  • Communicate and showcase customer success based on current customer satisfaction processes and guidelines
  • Responsibility for Dispatching and Monitoring activities as per internal business rules and processes
  • Drive self-learning through personal development planning, utilizing digital learning platforms and taking advantage of the skills and experience of the wider LCX and Digital Business Services community

[Requirements]

  • English Communication skill over TOEIC 700 : Read/Write, and Speak (Daily conversational)
  • Native Japanese Level is required.
  • Customer orientation and focus, as well as skills to interact/collaborate with customer IT and LoB decision makers.
  • Experience ensuring customer success and demonstrating accountability for taking over customer issues, concerns, and complaints and driving them to resolution successfully (e.g. is able to resolve escalations)
  • Knowledge on Support Organization and how to scale delivery without affecting quality or compromising on efficiency is an advantage
  • Intercultural sensitivity, as the company Enterprise Support & Enterprise Support Cloud Edition are global programs and interaction with customers/teams worldwide is required.
  • Ability to communicate effectively, internally and externally, with appropriate discretion as required.
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, driver of simplicity, pragmatic)
  • Good communication & presentation (soft) skills

WORK EXPERIENCE

  • 3+ years' working experience in a service & support or customer success role
  • Functional knowledge about the company Enterprise Support program and deliverables are a distinct advantage
  • Experience in project management is a plus

[Employment Type]
Full time

[Salary]
8 Million Yen ~ 10 Million Yen
(Experiences and skills will be considered)

[Location]
Tokyo


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