Director of Customer Success
Global Software Company
・Day to day management of the Deployment Engineering, Account Management and Technical Support functions in your operating theater.
・Partner across the customer success team to maintain and improve upon an objectively measured customer satisfaction and retention rate.
・Work closely with theater sales management to drive growth in our existing customer base through cross and upselling of existing and new products in the company platform.
Take existing successful global process and work with the local teams to adapt and deliver world class customer experiences.
・Participate in our "follow the sun" support methodology and partner with other theater leaders to provide a unified high-quality customer experience no matter where our customers are located.
・Participate in upsell and cross sell pipeline development and report on operating metrics including retention, lift and CSat scores for customers in your area of responsibility.
・Work closely with corporate headquarters development, operations and product management teams to convey evolving customer requirements, handle technical and operations requests and act as a manager for the teams that both champion and guide our customers in their deployment of our technologies.
・Work closely with the channel management team to ensure that the partner ecosystem is deployment certified on the company methodologies.
・5+ years minimum managing a customer success organization in a business to business software company
・Must speak and write in Fluent English & Japanese and be conversant in both cultures
・Experience with a subscription-based revenue model
・Outstanding customer service skills and a demonstrated ability to transfer your knowledge to peers or direct reports
・Exceptional leadership, coaching, and development skills
・Sound judgment, problem solving, and decision-making ability
・The ability to plan, execute and deliver multiple projects while staying organized and delivering against expectations
・Excellent business writing skills
・Bachelor's Degree required
・Experience using Salesforce.com for customer account management reporting and opportunity tracking
・Success with building local support organization in a US based company
・Management of a ticketing system or team is a plus
・The position is based in Tokyo, Japan
Full Time Employee
~ 18 million yen (Experiences and skills will be considered)
※Please click "apply" if you are interested in the job.
We will review your profile and contact you within five business days should we find that you satisfy the requirements of the hiring company.
Further details about the company and position will be notified at a later date.