Tokyo (hybrid)
Hult EF Corporate Education's purpose is to release human power to change the world through learning. We help corporations and governments across the globe unlock the change-makers in their organizations and societies through our practical, experiential, and immersive approach to corporate education.
We design and deliver language and communication, coaching, and leadership development programs drawing on the expertise of EF Education First, one of the world's leading private education companies, and the internationally acclaimed and triple accredited Hult International Business School.
As much as we help our clients to be change-makers, we also empower our people to drive positive change. We believe nothing is impossible, especially if we work as a team. We combine commitment and drive with empathy, an entrepreneurial fast-paced approach, and a passion for quality. We are curious, creative, and positive.
The Opportunity
Our Japan Team is looking for a Customer Success Manager (CSM) to lead language and intercultural communication training programs at some of Japan's largest companies. In this role, your day-to-day work will vary tremendously – enabling you to serve as a consultant, project manager, and internal communication specialist. A successful candidate is incredibly organized and customer-driven, has a 'nothing is impossible' mindset, and is eager to build a career in a rapidly growing and innovative education company.
Why Work With Us?
- Opportunities to lead projects and develop products for our clients, producing meaningful work that makes a difference in people's lives.
- Developing our talent is core to our values. We provide regular training, access to self-development platforms, real ownership, and career progression opportunities.
- International travel, including to our stunning Ashridge House for UK-based training.
- Hybrid working arrangements potential.
- A competitive salary (based on track record) and benefits packages.
- Comprehensive onboarding and development programs.
- The opportunity to join an annual global sales conference (past locations have included Boston, Abu Dhabi, and Dubrovnik).
- Length of Service Recognition, including paid sabbaticals.
- A strong network of international peers and collaborators.
As A CSM You Will Be Tasked With:
- Implement learning programs, building client loyalty and satisfaction.
- Work with existing and potential clients to define clear KPIs and deliverables.
- Monitor KPIs and identify actions for continuous improvement and ensure timely renewals.
- Provide project management skills and advice to sales teams during tenders.
- Collaborate with colleagues around the world to improve our processes and programs.
Responsibilities Include:
- Act as a trusted advisor to the training managers to drive product adoption and ensure they leverage the solution to achieve agreed-upon operational priorities, leading to realized business value.
- Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through success and value reviews to key customer stakeholders.
- Provide best practices that align with the customer's workflows to help drive user behavior and product adoption.
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
- Maintain an understanding of our products and industry knowledge to act as a strategic advisor to the customer, helping them embed their purchased solutions in their ecosystem.
- Interpret customer insights to drive change in products and act as the voice of the customer to our product teams.
- Manage technical issues by leveraging our self-serve channels and requesting escalations where necessary.
- Document all communication with customers accurately and promptly via system tools.
- Travel may be required for in-person visits, depending on location and territory.
Basic Qualifications:
- 2+ years of experience in any of the following: Customer Success, Management Consulting, Change Management, Project Management, or Account Management/Sales.
- Native speaker level fluency in Japanese and advanced business level fluency in English.
Preferred Qualifications:
- Experience working in education and/or with HR stakeholders is a plus.
- Strong interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges.
- Strong organization, project management, and time management skills.
- Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value.
- Strong verbal and written communication skills, including expertise in presenting to both small and large audiences.
- Basic understanding of sales concepts.
- Bachelor's degree or equivalent practical experience.
To Thrive At Hult EF, You Will:
- Have strong personal drive and energy.
- Possess an entrepreneurial spirit with a 'nothing is impossible' mindset.
- Be excited by having ownership and autonomy.
- Enjoy working in a fast-paced, results-driven environment.
- Be passionate about learning, language, and being a change-maker.
With Campuses And Offices In Over 50 Countries, Including The Beautiful Ashridge House Outside London, We Offer A Truly Global And Collaborative Environment.
Whoever You Are, Whatever You Are Passionate About—We Welcome You And Want You To Bring That To Work Every Day.
Hult EF Is Proud To Be An Equal-Opportunity Employer, And We Are Committed To Inclusion And Belonging Across Race, Ethnicity, Gender, Age, Religion, Disability, Parental Status, Identity, Experience, And Everything Else That Makes You Unique.
Estimated Salary: ¥8,000,000 - ¥12,000,000 per year
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