Description
We are seeking a Senior Customer Success Manager (Global Trade and Tax) to join our team in Japan. As a Senior Customer Success Manager, you will be responsible for deeply engaging with client organizations, expanding relationships and engagement, and driving contract renewals. You will also identify and create upsell and cross-sell opportunities to maximize revenue.
Responsibilities:
- Deeply engage with client organizations, expand relationships and engagement, and drive contract renewals.
- Identify and create upsell and cross-sell opportunities to maximize revenue.
- Provide the sales team with insights on customer status and trends observed from usage analytics to strategically advance upselling and cross-selling.
- Negotiate price increases with clients at the time of renewal.
- Support customers to successfully onboard to using our products after Go-Live, by collaborating with internal stakeholders globally.
- Execute CX programmes such as onboarding, user training, and consulting for clients and develop supporting materials.
- Develop and execute plans to drive adoption and customer retention. Implement improvement actions based on NPS results.
- Plan events and webinars for existing clients.
- Prepare renewal-related documents, including quotes and order forms.
- Manage accounts and personal tasks using Salesforce.com.
- Targets: Achieve Net Revenue Retention (NRR) targets, retention targets, upsell and cross-sell lead generation; Achieve targets price increase rate at renewal. Improve NPS (Net Promoter Score).
Requirements:
- Experience in software account management/customer success management, prior experience in trade/logistics or tax solutions is a plus.
- Have a strong track record in reaching retention targets and growing a Book of Business.
- Customer obsession and well-developed communication skills.
- Active listening skills.
- Fluent in Japanese and business proficient English language skills.
- Salesforce CRM skills.
Benefits:
- Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.