Customer Success Manager (Japanese)

Gratitude Inc

990 Views

3 months ago

Customer Success Manager (Japanese)

1-2 Year(s)

Manila
(Base Location for WFH)

Job Description

Key Skills

native japanese Japanese bilingual

1 candidate(s) have already applied for this Job. Apply now

Role: Customer Success Manager Japanese

Work Set Up: Work From Home

Salary Package: 145,000 - 150,000

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)

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

Role

Customer Success Specialist

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from Home

Process

Voice

Functional Area

ITES / BPO / Customer Service

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