KEY RESPONSIBILITIES

• Encourage clients to utilize new features that will help them drive their business forward

• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering

• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle

• Develop plans that ensure that clients are successfully adopting our platform that align to their business needs

• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments

• Develop customer relationships, by building trust and ensuring the customer’s needs are met

• Align customers with the enablement resources to drive adoption

MINIMUM QUALIFICATIONS

• At least 1 years direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)

• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers

• Bachelor’s Degree or equivalent experience in Customer Success, Consulting, or Account Management

• Excellent verbal and written communication skills in Japanese/Nihongo (Preferably N1/Native speaker)

• Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program

• Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set

• Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences

.Language Proficiency:

• Japanese - N1

• English – B2

Minimum Skill Requirements

• At least 1-2 years B2B/Account Management experience

• Account Management Experience

• Experience providing multi-channel support preferred (phone, chat, email, web etc.)

• Able to manage own accounts thru video conferencing and emails etc

• Knowledgeable in CRM tools (preferred)