Customer Success Executive - Software company

勤務地 Tokyo, Japan
職種 正社員
給与 ¥10000000 - ¥20000000 per annum
専門 テクノロジー・デジタル・通信, コンサルティング,
Sub-specialization プリセールス,
お問合せ Maki Takei
参照 JO-1808-400463
see Maki's jobs

[Company Description]
Global software company

[Responsibilities]

  • Program Management: Day-to-day management of the customer journey for multiple accounts via execution of success playbooks; Coordination of our resources to specific client needs, interaction with Sales, Professional Services, Solution Consulting, Product, Executive Management, and other relevant teams.
  • Utilization & Adoption: Ensures the customer has deployed and is actively using the already-purchased licenses; Identifies areas of risk and takes steps to prevent customer and/or revenue churn.
  • Value: Identifies the customer-specific business value provided by our solution; Delivers recurring executive presentations/orientation sessions to restate our value proposition; Understands the ROI calculus and ensures that the relationship is living up to those expectations; Understands the business objectives of the customers at various stages of the relationship and aligns our services with those objectives.
  • Technical Planning: Coordinates upgrade planning and management.
  • Operational Planning: Prepares Client Account Reviews (CAR) that clearly articulate how the client has performed and proactively sets forth upcoming actions; Provides a comprehensive assessment (using pre-defined Metrics and KPIs) of the account in administration, service, value, relationship, sales and churn management.
  • Documentation: Tracks all activities in the Customer Success platform. Data quality is vital to the success of this role.

[Requirements]

  • Bachelor's degree in Business Administration, Information Technology, Organizational Change or a related field preferred; will consider applicants with equivalent work-related experience.
  • A minimum of 5 years in a client facing role.
  • Track record of consistently producing excellent results with minimal day-to-day supervision.
  • Bilingual business fluency in Japanese/English (TOEIC 900-990 or JLPT1).
  • Must be comfortable working with a start-up mentality; Ingenuity, Reliability, Grit, and Positivity are all critical qualities.
  • Agile project management experience preferred.

[Employment Type]
Full time

[Salary]
10~20M

[Location]
Tokyo

[Welfare]
Social insurance

[Holidays]
Full 2 holiday week system (Sat/Sun) national holidays
New year's holiday
Annual Leave

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