Customer Success Manager | Japanese
Eastvantage Business Solutions Inc.
Taguig, Metro Manila, Philippines
4d ago
source : Kalibrr, Inc.

Job Description

  • Work in alignment with the service level of the account or statement of work defined by the customer and the sales and services team, monitoring time, costs and deliverables.
  • Maintain customer satisfaction through strong project management and consulting skills
  • Develop a trusted advisor relationship with customers such that all GlobalEnglish activities are aligned with the customer’s business case and business strategy, allowing the full potential of their GlobalEnglish solution to be realized.
  • Leverage comprehensive understanding of GlobalEnglish solutions to provide relevant adoption and recommendations on solutions and enhancements customized to customers' business needs.
  • Work with the customers to ensure they are leveraging the solution and achieving success.
  • Develop and maintain positive client relationships at all levels with existing corporate accounts.
  • Partner with Customer project teams and serve targeted accounts as the main point of contact, through the CSM team email address.
  • Support them during the whole project, including pilots (if applies), implementations and efficacy process, in a consultative approach.

  • Drive and manage the renewal process for identified accounts and work with legal and finance team on specific terms and conditions.
  • Follow-up on contract signature and revenue collection.

  • Manage escalations to the Sales Market Leader and / or Director of Customer Success when needed.
  • Provide proactive customer service to ensure the customer’s ROI and satisfaction is the highest possible (efficacy process)
  • Plan and deliver periodic account updates and reviews (and any other deliverable included in the SOW), in collaboration with the sales team
  • Manage satisfaction and business impact surveys
  • Monitor and identify trends in GlobalEnglish adoption and utilization and provide guidance to customers as part of the annual Business Impact Review.
  • Provide timely account or issue executive summary status reporting to customers and management.
  • Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate.
  • Document and gather customer and project information in the CRM system
  • Participate in field marketing events within the region.
  • Cover for support colleague as the first line of support answering user queries and escalating where necessary.
  • Minimum Qualifications

  • Written and verbal fluency in Japanese and English is an essential requirement. Any other language is a plus.
  • 3+ years relevant work experience in one or more of the following : customer success management, customer service, project management or consulting ideally with online language learning or other digital learning solutions in a SaaS environment
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-Level
  • Demonstrated consulting skills to advise customers and share best practices
  • Aptitude both for analyzing learning concepts and translating them into business terms, and for mapping business requirements to appropriate solutions
  • Project management skills; ability to manage a project’s timeline, costs, and deliverables. Ability to successfully manage multiple projects simultaneously
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Highly customer-focused attitude
  • Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
  • Experience in Internet technology, online learning, and / or corporate education implementation a significant plus
  • Familiarity with Learning / Talent Management Systems and integrating online learning into Talent and Learning Management Systems.
  • Experience using remote business communications and collaboration tools including, MS Office, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc.
  • Experienced in conducting virtual meetings
  • Experience in Internet technology, online learning, and / or corporate education implementation a significant plus
  • Familiarity with salesforce.com or other CRM systems desirable
  • Apply
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