【職務内容】
■カスタマーサクセス&サポートチームの戦略設計と実行
・チームのミッションおよびOKR(目標と主要な結果)を自律的に設計し、実行と振り返りのサイクルを高速で推進します。
・オンボーディングプログラム、サポートフロー、ナレッジマネジメント体制など、スケーラブルな業務プロセスの仕組みを構築します。
■顧客の成功体験の実現(カスタマーサクセス)
・顧客の導入支援から運用定着までをリードし、プロダクト価値を最大化。特に複雑な導入案件では、情シス領域の深いドメイン知識とプロダクト理解を基に最適な解決策を提供します。
・利用データに基づき、解約リスクを先験的に検知・阻止するとともに、活用促進やアップセル/クロスセルの機会を創出します。
■プロダクトの成長への貢献
・CS・サポート活動で得られた顧客の声を構造化し、プロダクトチームへ的確にフィードバックすることで、機能改善を推進します。
・プロダクトオーナーや開発、セールスなど、異なるファンクションと連携しリーダーシップを発揮します。
・チームメンバーの採用・育成・目標設定・評価を含むチームマネジ(その他詳細は面談にてお伝えします)(その他詳細は面談でお伝えします)
【求める人材】
【必須経験・スキル】
■カスタマーサクセス、またはカスタマーサポートの実務経験(3年以上目安)
■3名以上のチームマネジメント経験、またはチームリーダーとして高い成果を創出したご経験
【歓迎経験・スキル】
■情報システム部門での実務経験または情シス領域に関する深いドメイン知識(ITデバイス管理、IDaaS、MDM、SaaS管理など)
■カスタマーサクセスとカスタマーサポートの両方の業務経験
新規事業や新チームの立ち上げに、中心メンバーとして携わったご経験
■自身の成功や成長要因を言語化し、周囲のメンバーにフィードバックすることで、チーム全体のパフォーマンス向上に貢献したご経験(その他詳細は面談でお伝えします)
【給与】
690~980万円
【勤務地】
東京都
【勤務時間】
求人紹介時に詳しくお伝えいたします。
【雇用・契約形態】
正社員
【待遇・福利厚生】
育児休暇制度/介護休職制度/借り上げ社宅制度/その他制度/社員持株会制度
【休日・休暇】
祝日/年末年始休暇/有給休暇/慶弔休暇/出産・育児休暇/リフレッシュ休暇/その他休暇/完全週休2日制(土・日)
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