Customer Success Manager- Japanese Speaking

THE RESPONSIBILITIES :

Here is how your day-today responsibilities of the role will look like, but are not limited to :

• Regularly check with our customers about how client services are meeting their requirements and whether there are areas for possible improvement, act as the internal voice of the customer
• Responsible for the retention of assigned accounts
• Responsible for the growth of assigned accounts through upgrades, adds, moves and revenue expansion by bringing to the customer’s attention new sales opportunities and new sales ideas
• Reduce churn by managing cancellation of orders and services
• Manage the implementation process of accounts together with Service Delivery
• Manage the onboarding of new accounts, together with Project Management (when appropriate)
• Implement initial kickoffs internally and externally, together with Project Management (when appropriate)
• Create and manage account profiles in Salesforce.com
• Regularly obtain customer references / case studies
• Review Operational Performance on a regular basis
• Build valuable relationships to make our existing customers the best references for our new clients, ensuring the highest level of customer satisfaction
• Provide quarterly Business Reviews
• Make recommendations of the actions needed to improve customer net promoter scores and feedback.

THE SKILLS AND COMPETENCIES :