Description
Job Title: Customer Success Delivery Manager
The Technology Platforms Division (TPD) is responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group. Our mission is to provide our Rakuten Cloud and Ecosystem Platforms which will deliver Core Value to accelerate the growth of Rakuten Group services.
The Marketing Cloud Platform Department (MCPD)'s mission is to lead Rakuten's marketing related products strategy, execute product development and implementation. We empower Rakuten internal marketing teams by building engaging, respectful and cost-efficient marketing platforms that put our customer at the center. Our main advantage comes from our ability to leverage the Rakuten Ecosystem. We provide marketing solutions such as marketing campaign management, multichannel communication and personalization. As a department with 150+ experts across Japan, India and Singapore, we are proud to be a technology organization and we share our knowledge across the Rakuten Tech community.
The Marketing Product Growth Section (MPGS) is a cross-functional organization that focuses on product management, business planning, customer success and customer support of Rakuten's marketing related products managed by Marketing Cloud Platform Department (MCPD). We're facing clients and engage with them to utilize our platform which provide multi-channel solutions and contribute to their business KPIs. Also we plan the future product's development priorities and roadmap to meet our client's demand.
Job Responsibilities:
You will be responsible for one or more of the services that make up the Rakuten Marketing Cloud. The role will cover a wide range of activities, from product onboarding to support, ensuring that users 'see results and feel success' using the service.
You will also participate in the definition of business and system requirements, and the development of a global product roadmap to support our stakeholders.
Your main responsibilities will be as follows:
Communicate with clients: take charge of onboarding, consulting, enquiry and incident handling.
Understand client technical issues and provide technical support as appropriate.
Ensure onboarding processes are efficient and cost effective.
Lead and execute client success initiatives.
Write and promote user guide documentation.
Obtain client feedback, both quantitative and qualitative, through user surveys and daily communication with clients.
Presentation of internal and external case studies of previous/current clients who have been successful in using the product.
Identify potential sales opportunities for the sales team: support the Sales team in gathering requirements to develop a solution, fit with a strong value proposition.
Lead and coach product teams and drive successful delivery of the highest-value features.
Mandatory Qualifications:
Sophisticated understanding of marketing tech (mar-tech), digital channel communication, multichannel marketing, social media marketing and its underlying technologies (5 years +)
Experience in an enterprise client support and customer success role (3 years +)
Experience working with mission-critical and high traffic systems (3 years+)
Excellent client-facing and internal communication skills
Strong technical document writing skills
Experience with writing queries (SQL or similar)
A strong passion for business growth, and a customer and data driven, 'Get Things Done' mindset
Desired Qualifications:
Business level Japanese skills
Experience in people management
Experience working as a software engineer
Experience and knowledge in the area of Marketing Automation (MA)
Experience and knowledge in the area of Customer Data Platform (CDP)
Experience and knowledge in the area of Communication Platform as a Service (CPaaS), especially messaging delivery such as eMail, SMS
Experience and knowledge in the area of Mobile Marketing Technology and any Message App features
Salary: Estimated salary $120,000 - $180,000 per year based on experience and qualifications.
Work Location: Tokyo, Japan.
Language: English (Fluent)
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