Customer Success Manager

Location Tokyo
Job type Permanent
Salary ~ 12,500,000 JPY
Reference 32790

【COMPANY INTRODUCTION】

Global software services and solutions company with 30 years history. We have a local presence in over 80 countries with 7000 employees globally.

The Japan office is now hiring for a new post-sales success manager position within the delivery team for Microsoft Office365 solutions support.

As the company still operations on a global scale, you will be working with overseas team members while acting as point of contact for local clients (SMB, large enterprises in a variety of industries).

【WHY YOU SHOULD APPLY】

  • A career within a stable company with a global presence

  • Wide range of responsibilities as well as training and career development opportunities

  • Flexible working hours and work from home conditions

  • Open communication culture

  • Generous flat salary and high target bonus based on your success

  • Internal mobility to move within different technical frameworks and responsibilities

  • English communication with overseas teams

【JOB RESPONSIBILITIES】

  • Support customers with product on-boarding and transition after product implementation

  • Conduct on-boarding, training sessions and demonstration to customers, covering the service scope and post-implementation support

  • Review with your customers on service usage and performance, propose areas of optimization or new features

  • Relay customer needs and requirements, provide escalation support and update customers on resolution progress, as well as discussion of future services development with internal teams

  • Administer customer satisfaction and business outcomes, and if necessary, monitor areas of necessary improvement

  • Advise customers on best practices, and work with other teams to cross-sell

  • Mentor team members for their professional development, provide leadership to customers through entire product life cycle process 

  • Maintain your own knowledge of the services and have the ability to learn additional technical skills on the job

【REQUIREMENTS】

  • Fluent Japanese and proficient English for global teamwork (at minimum confidence reading/writing)

  • Expert knowledge of MS Office Suite and Microsoft DynamicsCRM

  • Experience in service delivery or support background within IT Services

  • Understand processes throughout implementation projects

  • Organization skills, multitasking, and time management

  • Excellent problem solving and ability to consult clients

【DESIRABLE】

  • Knowledge in one of the following: Office365, Azure, AWS, Commvault, Managed Infra, Unified communication etc.

  • Similar experience in software/platform solutions delivery/pre-sales/post-/sales/customer success