General Manager / Head of Client Services at SaaS product maker (non-consulting)

Company Overview
About Company
This brand is an innovative and fast-growing global provider of gym software. They are dedicated to a vision of motivating, educating and inspiring individuals to a healthier lifestyle through the use of their “member-centric” fitness software. They are currently recruiting a locally based General Manager / Head of Client Services to oversee and manage multiple aspects of their SaaS based Japanese business unit.

Job Description
Role
Based in Tokyo, you will act as a local representative for the global senior leadership team. You will be responsible for implementing client services structures and strategy for a substantial migration project with a long term view of supporting growth across Japan and leading the overall business unit. You will ensure alignment on key business objectives, facilitating communications between the local clients and the UK based team. The ability to understand and articulate customer challenges is imperative, as is the experience and expertise to come up with appropriate client service solutions. This role is “hands-on” and requires an adaptive individual who has very strong leadership skills, is pragmatic and flexible and has the ability to handle challenging situations, having customer care at the forefront of what they do.
Your Background
You will have significant related experience of client services as well as experience working within a vertical market, SaaS based company. The experience must include building teams and client service structures, ideally covering both client support and client training, as well as dealing with stakeholders at all levels. You are adaptable, good at problem solving, and proficient working with software. You have a genuine passion for client services, and a proven capability for implementing client service solutions.

Requirements
Essential Skills/Experience
• Fluency in both English and Japanese is a must.
• 5+ years Client Services experience for SaaS based solutions.
• Team management and leadership.
• Dealing with C-level clients on a regular basis.
• Process creation, adoption and management.
• Proficient with using technology.
• Previous experience implementing a customer enterprise strategy.

Additional Job Information
Desirable Skills/Experience
• Health Club/Fitness Industry SaaS experience.
• Building strategic relationships to support expansion.
• Partnership management.

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