We are looking for a Manager, Customer Success for our Japan Ads business. The candidate should have an established record of Customer Success Management (CSM) and revenue management, as well as a deep interest and passion for digital media, music and innovation.
In this role, you will oversee the team focused on our Japan Ad Sales business. We want someone who loves our product and has deep expertise in the industry and digital media and to help build long-term consultative solutions, and lead, motivate and grow a team . You should be confident while being humble, and hardworking while still knowing how to have fun
You must have experience leading Client Services, or teams with similar responsibilities. Strong people skills and to work across multiple teams and functions is a necessity. A reliable and crucial team member with comprehensive platform knowledge who can anticipate client and internal team needs.
Key Responsibilities:
- You will work with and report directly to the Regional Head of Customer Success Management, APAC, to collaborate, strategize, shape, develop and evolve the Japan CSM team to continually meet and exceed the needs and expectations of our internal and external partners
- In close collaboration with the Sales Directors of this team, you will build strategy and drive execution via world class customer service for some of the world's top brands and agencies in Japan
- You will directly manage a team of CSM to support and drive revenue
- You will be an expert on all responsibilities, processes and tools of the Customer Success Management role and a demonstrated leader of the CSM teams aligned to these verticals
- Collaborate with Sales Leadership to resolve issues in key accounts, participate in planning sessions and meetings, and act as a key point of contact for clients and internal teams during challenging situations.
- You will drive utilisation of our offshore resources, automation tools, and self-service platforms in order to focus the CSM team on proactive, strategic work. Provide team guidance and mentor while delivering tailored solutions to client requests
- Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more
- Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business
- Be responsible for completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, and measurement outcomes
- Evaluate staffing needs and lead the interviewing, hiring, and onboarding of new talent.
- Identify needs and lead training for the CSM team inclusive of role-specific, soft-skills, procedural and developmental curriculum
- Provide bi-annual development talks to your team; review and approve administrative tasks for each individual on your team
Requirements:
- A Bachelor's degree or equivalent experience, preferably in Sales, Advertising, Marketing, or Business
- Minimum of 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience in the Japan market
- A digital media leader and consultant and have a proven track record of success in Japan
- Have a wide network of contacts within the agency and industry, and a detailed understanding of the advertising field. Skilled in account planning, planning strategies, and media buying in Direct & Programmatic environments.
- Experience running a team where Data & Insights drive the direction of the business
- You have experience working in self-service or automated planning and buying tools, and the ability to gracefully translate client requests for internal cross-functional teams
- Detail oriented and find solutions for clients while improving internal processes
- Highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization
- You are an effective listener and transparent communicator with excellent problem solving skills as well as passionate about identifying and developing excellent customer service skills in others
- Experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like Excel and PowerPoint
Where You'll Be:
- This role will be based in Tokyo
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