Customer Success Manager (Japan Remote)

Overview

• Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth.
• Builds strong relationships with decision-makers to scale accounts.
• Mentors and supports team members.
• Ensures customers get the most value from solutions, retaining them and growing usage and adoption.

Responsibilities: 

• Manages a portfolio of accounts, ensuring client success and satisfaction.
• Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products.
• Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow.
• Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.
• Effectively communicates the value proposition of Tii products and services to clients.
• Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities.
• Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client.
• Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships.
• Executes a strategic plan to expand the customer base from within the existing accounts managed.
• Liaises closely with Sales/T&I Teams to take a hand-over on accounts, ensuring a seamless service experience for the client.
• Works closely with Marketing regarding the communication and lead generation events required in the market/area.
• Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards.
• Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately.
• Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team.
• Tracks own performance, provides general data and reports, and updates as required.
• Generates referral leads for the Sales team through customer networks and relationship building.
• Actively progresses own personal development.