Customer Success Manager
Description
We are looking for a Customer Success Manager to join our team at Lectra Japan Ltd. As a key member of our organization, you will be responsible for creating and developing customer relationships, ensuring they get the most value possible from our solutions and services, and maximizing customer retention and loyalty.
This position works cross-functionally with our Sales, Marketing, Professional Services, Customer Care Teams, back office, Finance and most functions of the company to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.
Key Responsibilities:
- Act as the main point of contact to customers under contract or subscription,
- Maintain regular contacts with your assigned customer and identify pain-points to be addressed,
- Act as a facilitator and ensure customer retention and renewal,
- Manage customer requests and complaints, and work with the correct team (Customer Care, PS, Sales, etc.) to help solve them,
- Provide Account Managers support during the sales process and act as a sales asset,
- Identify and qualify new business opportunities, and hand them over to the sales team,
- Provide your help and support during the many internal hand-overs (Sales, Pre-Sales, Professional Services and Customer Care),
- Measure customer success and adoption,
- Meeting with Customer and Project Manager during the installation phase to assure a smooth transfer to Customer Success Manager,
- Stay in touch with their accounts to maintain the Lectra relationship as a premium market leader,
- Develop and manage client portfolios,
- Oversee Support and Services Team delivery acting as the point of escalation for customer issues and obstacles,
- Monitor, analyze and share customer usage data,
- Proactively coach customers and deliver Customer Success plans that enable fast deployment and adoption,
- Develop and implement repair plan when required with a transversal authority,
- Monitor account health and eliminate adoption gaps at the customers,
- Measure business outcomes and drive mutual success planning,
- Sustain business growth and profitability by maximizing value,
- Mediate between clients and the organization,
- Handle and resolve customer requests and complaints,
- Minimize customer churn,
- Accompany customers during customer journey from the delivery to the end of contract.
Requirements:
- Bachelor's Degree in Communications or Marketing Degree or equivalent work experience,
- 5+ years of successful account management, sales with a farmer mind-set, customer training experience,
- Proficiency with Microsoft Word, Excel, PowerPoint and Outlook,
- Experience with a plus,
- Prior experience in the Software Industry is a plus.
What We Offer:
- Friendly and dynamic working environment,
- Opportunity to work with a global team,
- Ongoing professional development and training,
- Competitive salary and benefits package.
Estimated Salary: ¥8,000,000 - ¥12,000,000 per year.
Location: Tokyo or Osaka. 50% travel to customer sites/Lectra offices.
Language: Fluency in Japanese and English is mandatory.
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