Customer Success Manager (Japanese Bilingual)
Eastvantage Business Solutions Inc.
Bonifacio Global City, PH
5d ago
source : Bossjob
  • 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 activities are aligned with the customer’s business case and business strategy, allowing the full potential of their solution to be realized.
  • Leverage a comprehensive understanding of 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 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.
  • 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
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