The Customer Success Manager (CSM) will manage a portfolio of customers who have purchased business analytics & strategic technology and solutions, with the goal of supporting each customer from onboarding right through to technology adoption and use expansion.
The CSM position is key to long term relationship with its customers, the contribution of each CSM directly impacts the value realized and the ultimate success of the business relationship.
As well as taking responsibility for developing business relationship with customers, each CSM will be expected to build positive collaborative partnerships with all key internal organizations, to ensure customer needs are being met in a timely manner.
Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec), in order to best understand and advise customer staff.
Responsible for customer communications and conflict resolution.
Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer.
Monitor Customer Success through a variety of metrics and measures.
Develop an understanding of the products and services available to help customers adopt and leverage the software to meet their goals and business needs
Discover opportunities for additional software, services, education and references (and direct leads accordingly).
Introduce new software features to customers, prior to each monthly release.
|応募資格||Bachelor's degree, preferably in Business, Marketing, MIS or related field.
Japanese and English speaking/writing proficiency is required. Other languages desirable.
A minimum of five years of experience in consulting or sales, business partner relationship development, or technical functions within the technology industry.
|勤務時間||標準勤務時間9:00~17:30 (休憩時間 原則として12〜13時）|