- Customer Success Manager

Company Overview
An opportunity to join a rapidly growing digital subscription business. Based in Tokyo, the role will be responsible for driving engagement of digital group subscriptions amongst customers and prospects in the Asia region. You will be a strategic partner to customers in the government, corporate and media sectors to help them maximise the value of their investment and deliver against their business outcomes.

Job Description
Main Duties and Responsibilities

- Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals
- Strategically manage a set of accounts and deliver bespoke support and engagement strategies based on customer and business objectives
- Work with customers to define and agree expected outcomes across multiple functions within their organisations. Review with the customer regularly
- Use thorough knowledge of product features with specific customer outcomes
- Deliver successful, high quality customer journeys for assigned accounts from pre-sales engagement (trials) through to on boarding, fulfilment and renewal
- Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
- Provide technical and product expertise to customers and the sales team on content, tools and delivery solutions
- Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and company outcomes
- Collaborate with other teams, e.g. product, customer services and editorial, to deliver against customer priorities
- Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region
- Make recommendations to improve internal processes, systems and products
- Report on key performance indicators (KPIs), which will be mainly about new business opportunity conversion (pre-sales), engagement and customer loyalty (Net Promoter Score)

Requirements
Essential

- Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
- Proven ability to build relationships with customers/stakeholders
- Fluency in Japanese and English
- Good questioning skills and an enquiring mind
- Able to plan ahead effectively and manage multiple accounts
- Excellent communication and presentation skills, both written and verbal
- Ability to align product and service features to customer needs/outcomes
- Demonstrates good collaboration with other teams and influencing skills
- High focus on results and delivering against goals
- Familiarity working with clients of all sizes
- Analytical mind-set and can use data to help prioritise and report progress
- Demonstrates a high level of initiative and self-motivation
- Has to be comfortable working in a fast paced, start-up type of environment
- Comfortable with data and digital technology


Preferred

- Background within a digital subscription, IT services or SaaS business
- Experience with Salesforce.com

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