カスタマーサクセスマネージャー (Sr.) Customer Success Manager, Japan

Tokyo, Japan
Customer Service
Full Time

What You'll Do / Responsibilities

Crescendo Lab Ltd. was founded in 2017 in Taiwan with the belief that MarTech would be the biggest trend in digital ads technology in the next ten years. We devoted ourselves to proving that the communication app LINE can be an ideal SaaS data analytics platform with API infrastructure. Now we are the only gold-level technical partner of LINE Taiwan.

Our main product MAAC (Messaging Analytics & Automation Cloud ) offers data analysis support and automatic marketing technologies to over 400 brands in Taiwan from industries throughout the e-commerce, retail, media, and financial fields. With our technical solution, enterprises can enhance clients' lifetime value by building a better customer experience via LINE.

We are just now entering the Japanese market. We are currently building a team in Japan and are looking for a CSM who will be a key part of the business. This CSM will be the first CSM and will be expected to be aware of being one of the core members of the Japan team and to launch a high-performing CS team.

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Customer Success Managers (CSM) take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much. As a CSM, you will collaborate with different functional teams to make sure customer needs are met and problems are solved effectively. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success. CSMs also need to understand customer business needs, maximize product adoption across all accounts, bring the latest product features as well as know-how to customers, and serve as trusted advisors.

Crescendo Lab Japan Website:https://www.jp.cresclab.com/ 

Responsibilities 

As the first Customer Success Manager in Japan, you will lead our first important clients to success and build the necessary internal structure for CS operations.

  • Provide effective onboarding for new customers.
  • Support customers when they have any issues or questions while using our products.
  • Perform service delivery and first-line technical support for the product implementation.
  • Build strong customer relationship management for all assigned accounts.
  • Become an expert on our products and ensure customers are leveraging effectively and finding value in our products and services.
  • Maintain a revenue base by renewal, which keeps the recurring revenue.
  • Drive business growth by upselling, expansion, and upgrades. Increase the lifetime value (LTV) of our customers.
  • Work closely with Sales, Marketing, Finance, Product, and Engineering teams to ensure an exceptional customer experience and take care of any customer issues.
  • Collect and understand customer feedback and reporting requests to product and engineering teams.
  • Develop with teams to continually improve the quality, effectiveness, and efficiency of our service processes.
Required Qualifications

Required Qualifications

  • 3+ years of experience in the Software Industry in a customer support/success role
  • Ability to identify requirements before the customer does and respond quickly
  • Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences
  • Fast learner, interested in Mar-tech, branding, marketing, and data
  • Self-motivated, responsible, and a team player
  • Native / Bilingual Proficiency in Japanese
  • Working proficiency in English (Only use Internally)
Preferred Qualifications

Preferred Qualification

  • Experience in SaaS/Martech industry in customer support/success role
    • Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
    • Ability to manage customer relationships and engage with stakeholders at all levels of the organization in order to build and grow long-term business relationships.
    • Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
    • Excellent multitasking and project management skills.
    • Fluency in Mandarin is a big plus
Benefits / Compensation

What we can offer

  • Package range: Competitive salary
  • Very beginning start-up Environment
  • Opportunity for promotion as Head of CSM (depends on your performance)
Salary
Negotiable
Application Form
* is required.


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