Bilingual Customer Success Manager

Our tech service client is hiring an experienced Bilingual Customer Success Manager! Great mid-career /associate, senior job opportunity// Full-time permanent job!

[Client] A Global Indian ICT Service Company based in Tokyo　

[Nature of Job] Client-facing service delivery/ CSM role 

[Company Size] Mid Size (~500 employees), more than 20 years in business in Japan　

[Employent Type] Permanent/ Full Time　

[Salary Range] 8 - 20 million JPY yearly (annual salary package, bonus/ incentive inclusive). Depending on experience and skill

[Work Location] Full onsite work or hybrid work is planned for this job (the situation may change in the future). Walk-in distance from the nearest station. Central Tokyo (Akasaka and/or client office) location

[Work Hours] 8 hours per day (9AM - 6PM with 1 hour break, it may shift slightly)　

[Team Structure] Local /international client and business team

[Eligibility] Relevant work experience, bilingual (native or near native level in Japanese, and business level English). Applicants need to be able to work full time as an engineer in Japan at the time of application

[Key Features] Mid-career, full-time, engineer job, high salary, growth industry

[Special Benefits] Social insurance, paid holidays, special leave, life support service. 65 years old retirement age, continuous contract employment option. Annual appraisal, health check

[How to Apply] From the site, or contact us ([email protected]) with the reference number QV9WY668

[Job Description] *information is subject to change, non-exhaustive


General Job Description and Experience Needed:

Role Description:
§ Global lead for the overall program success of the account as measured against the approved business case, contractual deliverables and key customer satisfaction criteria.
§ Overall leadership for implementing customer approved account governance, and managing all critical executive level customer escalation communications.
§ Accountable for ensuring seamless and effective management and alignment across all critical cross functional areas/roles within client and with third party partners to achieve the required business outcomes for client /end clients on assigned deals, including close collaboration with functional executives from Sales, Operational teams, Finance, PCM, Product Management, Commercial Management and Legal.

Qualifications:
§ Native Japanese language, minimum of N1 certification required, with solid communication skills in English.
§ Strong cultural understanding of the applicable market and relevant language skills to be successful in that market
§ Effective communicator that is able to establish strong C-level relationships both internally and externally
§ Experience with establishing and maintaining strong client relationship management, business management, operational, technical and program management skills.
§ Extensive professional knowledge of market segment, industry and technology trends
§ Experience in operating with major international corporate clients in the following areas:
o Sales, operational delivery and customer relationship management of high profile and high value complex global networking, IT applications and outsourced accounts
o P&L accountability, financial and general business unit management
o Large scale domestic and international organizational management involving complex internal matrix management and external partner/third party relationships
o Demonstrable experience in formal implementation and delivery models including working with partners and third party sub-contractors
o ITIL based managed services delivery experience in ITO, BPO and enterprise grade application management
§ Bachelor degree or higher
§ IT Security qualification a plus
§ ITIL qualifications a plus

Primary Responsibilities:
Leadership
§ Lead a global team of highly talented professionals to successfully manage assigned accounts to meet the required targets for P&L achievement, delivery and customer satisfaction.
§ Provide highly visible leadership for the internal cross functional teams to ensure a mutually successful outcome for the client and end clients.
§ Working with the Sales team provide the primary point of contact for all client needs, requirements and expectations with regard to the client relationship.
Business Growth
Actively partner with Sales in assigned accounts to:
§ Grow and diversify the revenue base to exceed sales imperatives
§ Target and close new business, as assigned, within defined financial and operational parameters
§ Translate new customer requirements into formal agreements, establishing specific solutions and leading the efforts to drive to successful client outcomes.

Client Success
Ensure the highest level of your client's organization in assigned accounts through:
§ Ensure successful delivery of client committed deliverables to achieve the clients targeted business outcomes
§ Establish programs to bring innovation to the client relationship beyond contracted commitments
§ Manage executive sponsorship and the most senior client executive relationships for current and future relationship growth
§ Plan and managing customer satisfaction programs for Transition, Transformation and ongoing service operation
§ Measure, track and report on service level performance and developing the necessary improvement plans as required.
§ Meet regularly with most senior client executives to maintain a strong relationship and ensure full alignment on success metrics for all required improvement actions.

Commercial Management
Ensure that the assigned accounts achieve their respective target business case outcomes maximizing overall profitability whilst minimizing commercial risk and retaining client satisfaction, through:
§ Take a leadership role in commercial, solution definition and operational negotiations with the client and third parties with personal involvement as required.
§ Establish processes to ensure the delivery of contractual commitments, achieve the necessary business controls and manage commercial risk.
§ Implement controls that ensure that any significant contract change which could affect either the P&L performance against business case or customer satisfaction is identified and proactively reviewed and approved at the appropriate level within client
§ Ensure the necessary team performance and personal participation as required to conclude client negotiations successfully.

Financial Management
Work with client cross-functional teams to drive the reporting and proactive reviews required to meet the P&L results for assigned accounts:
§ Review results with the account leadership teams on a monthly basis
§ Pursue and monitor the required corrective actions until the P&L tracks to the business case
§ Drive client P&L improvement programs, including addressing new business growth opportunities, operating cost optimization and pursuing third party vendor cost reduction

Governance
Establish robust governance processes for assigned accounts that will ensure the achievement of financial targets, client satisfaction, and management of commercial risk and maintenance of compliance by:
§ Lead the most senior level of client governance for assigned accounts
§ Ensure that the necessary business controls are implemented and maintained for the assigned accounts
§ Identify any trending against key customer satisfaction objectives which may require the establishment of an improvement program.
§ Drive processes for the development, implementation and regular review of any such improvement plan

Continuous Improvement
Work with all relevant cross-functional teams to drive continuous improvement in the delivery strategy of your assigned account.