You will be working for a multi-national, global services company that specialises in providing IT Services and Consulting for Enterprise clients all over the world. The digital sales part of the business provides 3rd party sales & marketing solutions to software & technology vendors.

You will be working in a team that is performance-based that rewards creativity, hard work, and success with excellent base salaries, monthly bonuses based on campaign KPI’s, other benefits and career progression with learning & development.

As a Customer Success Manager, you will be responsible for on-boarding and managing your clients IT requirements while liaising with various stakeholders both internally and externally. As much as this is a support function you will be capable of identifying sales opportunities and generating revenue if the opportunity presents itself.

The role: 

• Business Relationship Owner: Build coalition of support (IT and business) with clients. Define specific technology outcomes that align with business strategies ​
• Lead, drive and manage engagements for repeatable achievement of revenue and consumption targets related to digital transformation ​
• Manage a dedicated portfolio of clients focusing on satisfaction and retention  ​
• Follow business processes, systems and documentation, identifying issues or barriers to efficiency. Recommend improvements and partners to implement solutions ​
• Conduct analysis into what clients are using vs. needs with the aim of increasing sales
• Apply technical knowledge and customer insights to create ongoing roadmaps.
• Engage with and influence business and IT decision makers by providing feedback or insights to help clients define and realise their digital and business transformational targets
• Orchestrate activities between your clients and vendors to maximize business results and customer success ​
• Leverage social, digital, video, chat, phone and demonstration environments to effectively reach, sell to and manage your clients
• Meet and exceed targets for net-new revenue and sales pipeline; Accurately forecasting new usage and/or retention risks that impact portfolio pipeline ​
• Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community ​

   
Languages required:

• Japanese/English

 
To be successful in this role, you must have the following essential criteria: 

• A Graduate with a Bachelor’s degree in Business or IT
• Work experience gained in a cloud solutions software environment with advanced knowledge of various products and business solutions is essential
• First class communication skills both written and verbal
• At least 4 years’ experience in Customer Success, Client Services or technical Pre/Post Sales in the software industry
• Strong technical client relationship management skills
• Strong customer service skills with a desire to solve problems for the client
• A focus on client satisfaction and retention
• Excellent IT channel and partner management experience
• Enjoys working in a culture of best practice cultivation & adoption
• Team orientated with the ability to deal with people at all levels across various internal & external teams
• Intermediate skills with MS Office, Dynamics, Teams and CRM software
• Any experience in one or more of the following: designing architecture, networking, container services, data centre migrations or database administration, design and architect experience in data analytics, coding/development, cloud-based solution designs, migrations or management of technology is a distinct advantage