Location
: Tokyo, Japan (On-site)

Designation:
Team Lead / Assistant Manager, Client Servicing

Reporting to
: Manager, Client Servicing

Timing
: 10am to 7pm, any 5 working days (Mon-Sat)

About Crimson Interactive Group

Crimson Interactive is officially certified as a Great Place to Work organization At Crimson, we foster an environment that encourages innovation, creativity, and the development of new, brilliant ideas. Our team thrives on out-of-the-box strategies and creative collaboration, ensuring steady progress and growth. We provide editorial services to both individual clients and corporate customers worldwide. With over 2,000,000 clients in more than 125 countries, our reach is truly global. Through our brands Enago, Voxtab, and Ulatus, we collaborate with a highly skilled pool of freelance professionals and a dynamic, ever-growing in-house team.

Our specialized services cater to researchers, universities, journals, publishers, government institutions and information specialists across various fields, including medicine, biomedical sciences, physical sciences, and humanities. With a global presence that includes 10 international offices, we are dedicated to meeting the communication needs of the scientific community and corporations around the world.

Know about our Culture:

Crimson's culture nurtures our team members, known as Crimsonites, to achieve their best and become the greatest versions of themselves, both personally and professionally. We provide a secure, safe, and rewarding environment that supports the establishment of a successful long-term career.

In essence, Crimson's culture empowers everyone to speak freely, learn passionately, work flexibly, and grow fearlessly.

Open Communication | Meritocracy | Creative Thinking | Keeping it Light | Customer Centricity | I am Crimson

Awards and Recognition:

• Crimson Interactive Awarded as Great Place to Work
• Sharad Mittal wins et global Indian leader's awards 2022 for excellence in AI & NLP
• Crimson recognized with the national best employer brands award, 2021 by the world HRD congress
• The employer branding institute honour's crimson interactive as Asia's best employer brand for 2021.
• Crimson conferred with the silver Stevie award in the employer of the year category

The VCS Team Manager will be responsible for leading and managing the Virtual Client Servicing (VCS) Japan team, ensuring operational excellence, and fostering strong client relationships. This role requires a proactive leader who can effectively oversee team development, drive engagement initiatives, handle client escalations, and audit communication standards. The manager will also act as the primary point of contact for escalation and will build systems to ensure smooth client communication.

Key Responsibilities:

VCS Team Management:

• Oversee audits to ensure compliance and quality.
• Provide ongoing grooming and mentorship to team members.
• Develop and implement career progression plans for the team.

Client Relationship Management:

• Regularly meet with clients to gather on-ground feedback and insights.
• Be the primary point of contact for escalations and build a reliable escalation management system.
• Offer consultation services during client calls to ensure optimal client engagement.

Engagement and Feedback:

• Lead team engagement initiatives to improve morale and performance.
• Assess all client feedback, identify areas for improvement, and work closely with the team to implement changes.

B2B Coordination:

• Understand B2B processes and manage coordination with internal teams and external stakeholders to align on project goals and timelines.

Communication Audits:

• Conduct audits of both standard and customized communication strategies to ensure consistency and adherence to client expectations.

Preferred Skills & Qualifications:

• Proven experience in managing a virtual or client servicing team.
• Strong understanding of B2B business models and client coordination.
• Exceptional bilingual JP and EN communication skills, both written and verbal, with the ability to audit and enhance communication standards.
• Strong problem-solving skills and the ability to manage client escalations with professionalism and efficiency.
• Experience in conducting client-facing meetings and consultations.
• Ability to assess client feedback and identify actionable improvements.
• Experience in designing and implementing engagement and development initiatives for teams.
• 3+ years of experience in client servicing or account management, preferably in a B2B setting.
• Experience with virtual teams is a plus.