JOB TITLE - Senior Customer Experience Manager
LOCATION - Shiba, Tokyo 108-0014, Japan
NOTE: Applicant must be resident of the Tokyo,Japan or Work Permit Holder.
LEVEL - Mid-Level
VACANCIES - 1
TRAVEL REQUIRED - Travel not required
SALARY MAXIMUM - 8,885,475
SIGNING BONUS - No
RELOCATION PACKAGE - None
Must-Haves
Job Description
Position Overview
We are searching for a highly motivated professional with Customer Success, Relationship Management, and/or Account Management experience to join our team as a Senior Customer Experience Manager (CXM). Our ideal candidate is someone who is familiar with and who is passionate about the online video and streaming space - is this person you?
If it is, then it means you will be enthusiastic about making a customer’s overall compan experience a successful one. You will be able to demonstrate prior experience working with customer stakeholders in a way that makes them feel heard and valued. You will know how to bring a customer first mindset to everything you do. You will be comfortable self-managing your workload in a highly visible role that requires a combination of skills like project management, technical expertise, product education, peer-to-peer coaching, and many others in order to be successful. And ideally you will have had previous experience working with high-touch, high-spend customers in a customized or white glove capacity.
Job Responsibilities
Establish a trusted, strategic-advisor relationship with Platinum+ customers (some of our most valuable) to help drive continued value for our products and services
Proactively identify customer challenges and take ownership in order to develop action plans to address those problems
Listen intentionally and act as the voice of the customer within company.
Partner with customer stakeholders to establish mutual goals and/or other key performance indicators to stay aligned on what success means
Generate fresh ideas and best practices on how to proactively improve the experience of our customer-users and increase product adoption.
Gauge customers’ levels of engagement and provide feedback to other teams by collaborating cross-functionally on an ongoing basis
Be a champion for companies technical best practices, working with our internal SMEs to educate customers on the best and most effective ways to implement our products
Take the lead and manage initiatives to completion, often while working within tight deadlines
Work on multiple items in parallel for customers at any given time, and adjust priorities on-the-fly when necessary
Assist other team members to identify upsell opportunities or areas for further product adoption
Demonstrate product expertise and familiarity in day-to-day customer interactions, and know when to pull in SMEs to take customer education and implementation a step further
Maintain a cadence of engagement with customer stakeholders across a variety of communication channels
Qualifications/Experience
3-5+ years of work experience in a customer-facing role
Experience and familiarity in working with large Enterprise and/or Media organizations
Solid understanding of internet and video streaming technologies
Desire to help customers succeed - when they are successful, we are successful!
Excellent communication skills and a customer-first attitude
Goal-oriented with a focus on maintaining processes and meeting deadlines
Experience in managing or helping to support high-profile events or engagements
Proven track record of using data and other information to create and deliver written/verbal presentations and visualizations
Able to work effectively and stay on-task in both fast-paced, high-touch situations as well as quiet, or stable ones
A positive mentality, a willingness to be humble, and a desire to learn something new every day
Passionate about working hard as both an individual and as a team member
Native-level fluency in written and spoken English and Japanese, additiona