Senior Customer Success Manager - Japan (remote)

Posted 12 days agoViewed

💎 Seniority level: Senior, 3+ years

📍 Location: Japan

🔍 Industry: Education

🏢 Company: Udacity👥 1001-5000💰 $5,000,000 over 3 years ago🫂 Last layoff over 2 years agoEducation EdTech Artificial Intelligence (AI)E-Learning Training Machine Learning Robotics Software

🗣️ Languages: English, Japanese

⏳ Experience: 3+ years

🪄 Skills: Product ManagementCross-functional Team LeadershipCommunication SkillsCustomer serviceMentoringNegotiationPresentation skillsCoachingRelationship buildingProblem-solving skillsAccount ManagementTrainingClient relationship managementSales experienceCustomer supportCustomer SuccessEnglish communicationSaaS

Requirements:

3+ years of experience in a customer-facing customer success, account management or strategic consulting organization. Software or education experience a benefit.
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
Strong interpersonal skills and experience building internal and external relationships.
Consistent track record of highly-professional customer service in a fast paced, dynamic environment.
Diplomacy, tact, and poise under pressure when working through customer issues.
Written and verbal fluency in both English and Japanese languages required

Responsibilities:

Empathize with every aspect of the customer experience, putting customers' needs first.
Guide and coach customer executives, managers and employees with a dedicated customer success process. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and driving strong renewal and upsell rates.
Coach customers to be product experts and train their teams on Udacity methodologies so they become increasingly self-sufficient.
Identify common customer challenges and actively suggest better solutions.
Partner with Udacity's Sales team to help them be more effective.
Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.
Help drive customer references and case studies.

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