About Komoju: KOMOJU is the leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok. Today we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly API's to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

Position Overview: As an Account Manager, you will be responsible for a wide range of tasks, including improving customer satisfaction, expanding sales opportunities, and providing technical support. In addition, this position will require you to establish and refine new workflows, collaborating with both internal and external stakeholders to set up and solidify account management operations. Your leadership and strategic perspective will be essential to enhancing the client experience at KOMOJU and driving business growth.

Key Responsibilities:

Client Support and Relationship Building

• Customer Support: Respond promptly to daily inquiries and technical issues, thoroughly understanding the customer's problems and offering appropriate solutions. Escalate issues as necessary and collaborate with internal teams to resolve them effectively.
• Proactive Communication: Through regular meetings and reviews, assess customer needs and satisfaction, and propose continuous improvement measures. Focus on strengthening relationships with the aim of achieving customer success.

Account Management and Enhancing Customer Satisfaction

• Building Long-term Relationships: Build trust with existing customers and provide support aligned with their business goals. Set specific KPIs (such as GMV growth, service usage expansion), and offer strategic advice and proposals to achieve these goals.
• Discovering and Sharing Customer Success Stories: Identify success stories of customers effectively utilizing KOMOJU, and share these with other clients. This will enhance customer satisfaction and reinforce the value of KOMOJU.
• Coordination with Internal Teams: Share customer needs and requests with internal teams to gain support from product and related departments. Particularly for technical challenges, work closely with technical solution consultants or customer engineering to ensure timely responses.

Identifying Sales Opportunities and Expanding Business

• Upselling and Cross-selling: Analyze the business status of customers and propose additional KOMOJU features or new payment solutions. Explore new market or product opportunities, and develop strategies that provide further value to customers. Additionally, create upsell and cross-sell opportunities to contribute to the department's sales goals.

Pricing and Contract Management

• Optimizing Pricing Structures: Adjust and propose optimal pricing structures based on the transaction volume and business scale of the customer, aiming to maximize profits.
• Contract Negotiation and Renewal: Handle contract renewals with existing customers and negotiations for the use of new services. Understand the terms of contracts with customers and lead discussions to reach the best agreements for both parties.

Establishing and Improving Workflows

• Building Account Management Workflows: To establish the Account Manager role, you will consider and implement workflows and tools related to customer support and response, creating efficient operations. This includes organizing customer data and utilizing CRM systems to establish the foundation for account management.
• Continuous Performance Improvement: Regularly evaluate customer performance and work on process improvements or the development of new strategies. Based on customer feedback, strive to enhance service delivery.

Market Trends Research and Reporting

• Understanding Payment Market Trends: Gather information on the latest trends in the payment industry, technological innovations, and competitor services to provide the most suitable advice to customers. Offer solutions that adapt to new payment methods and regulatory changes.
• Reporting and Analysis: Create regular account performance reports to inform customers and management of progress and achievements. This supports data-driven decision-making that adds further value to the customers.

Requirements

必須要件

• アカウントマネジメント経験: 5年以上のアカウントマネジメント、カスタマーサクセス、またはクライアントリレーションシップの経験。
• 営業・ビジネス開発の知識: アップセル・クロスセルを通じて売上を伸ばした実績。顧客のビジネス目標に応じた戦略的提案の経験。
• 決済・EC業界またはSaaS分野での経験: 決済・ECサービスやSaaSソリューションに関する知識を有し、顧客のニーズを的確に理解し、適切なソリューションを提供できること。
• 顧客志向の問題解決能力: 顧客の課題を深く理解し、迅速かつ効果的なソリューションを提供できる能力。
• リーダーシップとプロジェクト管理スキル: 複数のチームやプロジェクトをリードし、アカウントマネジメントの業務を確立・推進する能力。
• コミュニケーション能力: 内外のステークホルダーとの効果的なコミュニケーション力。特に技術チームや経営層との円滑な連携が求められます。
• データ分析スキル: KPIやパフォーマンスデータを分析し、データに基づいた提案やレポート作成ができる能力。
• 英語力: ビジネスレベルの英語でのコミュニケーション能力(読み書きおよび会話)。
  

歓迎する経験・スキル

• 決済業界の深い知識: 特にIC++やサブスクリプション、インターチェンジ料金など、複雑な決済モデルに精通していること。
• SaaSプロダクトに関する経験: SaaSソリューションの導入・管理経験、または関連するクライアントサポートの経験。
• 国際的なビジネス経験: グローバルな顧客やチームとの仕事の経験。異なる文化や地域のビジネス習慣に対応できるスキル。
• 多言語対応: 日本語以外の言語能力(特にアジア地域の言語)がある場合、グローバル顧客対応において有利。
• CRMツールの使用経験: SalesforceやHubSpotなどのCRMツールを使用して、顧客データの管理や営業プロセスを最適化した経験。
• テクニカルな知識: APIや技術的なインテグレーションに関する基本的な知識があると尚可。
• スタートアップや新規事業の立ち上げ経験: 新しいプロセスやワークフローの構築・改善に積極的に取り組んだ経験。

Qualifications:

• Account Management Experience: Over 5 years of experience in account management, customer success, or client relationship management.
• Sales and Business Development Knowledge: Proven track record of increasing sales through upselling and cross-selling. Experience in providing strategic proposals aligned with customer business goals.
• Experience in the Payments Industry or SaaS: Knowledge of payment services or SaaS solutions, with the ability to understand customer needs and provide suitable solutions.
• Customer-oriented Problem-solving Skills: Ability to deeply understand customer challenges and provide quick and effective solutions.
• Leadership and Project Management Skills: Ability to lead multiple teams and projects, and to establish and drive account management operations.
• Communication Skills: Effective communication with internal and external stakeholders. Strong coordination with technical teams and senior management is essential.
• Data Analysis Skills: Ability to analyze KPIs and performance data, and make data-driven proposals and reports.
• English Proficiency: Business-level English communication skills (both written and spoken).

Preferred Qualifications and Skills:

• In-depth Knowledge of the Payments Industry: Familiarity with complex payment models, especially IC++, subscription, and interchange fees.
• Experience with SaaS Products: Experience in implementing and managing SaaS solutions, or related client support experience.
• International Business Experience: Experience working with global clients or teams, with the ability to adapt to different cultures and regional business practices.
• Multilingual Skills: Proficiency in languages other than Japanese (particularly Asian languages) would be an advantage in global client management.
• Experience with CRM Tools: Experience managing customer data and optimizing sales processes using CRM tools like Salesforce or HubSpot.
• Technical Knowledge: Basic understanding of APIs and technical integrations is a plus.
• Startup or New Business Launch Experience: Experience in actively contributing to the creation and improvement of new processes and workflows.

Benefits

福利厚生

• 年間業績評価に応じた昇給
• プロフィットシェア(年2回支給実績あり)
• リモートとオフィス勤務が両方可能なハイブリット体制
• 社会保険完備(関東ITソフトウェア健康保険組合加入)
• 健康診断
• スポーツクラブ優待(IT健保)
• 保養所(IT健保)
• 語学研修(レッスン料1〜2万円/月を補助)
• 自己学習サポート(年間最大10万円)