Progressive Staffing - Careers

Customer Success Manager, Tokyo


Date Posted:

09-25-20 (06:45 AM)

Location:

Tokyo, Tokyo, Japan

Salary:

Openings:

1


Description:

What you will do:

Key responsibilities include but not limited to:

  • Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions.
  • Serve as primary point of contact for any non-commercial relations and general escalation management 
  • Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization) 
  • Understand customers’ industry and business processes
  • Own strategic customer account meetings and regular check-ins
  • Develop and manage a long-term adoption and value realization plan for each customer
  • Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS
  • Provide value-added recommendations to customers on industry trends and best practices
  • Build and maintain relationships with key C Level customer sponsors
  • Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders 
  • Serve as a customer advocate in driving industry and Blue Yonder best practices 
  • Perform business development within their accounts, identifying cross-selling, and up-selling opportunities
  • Identify strategic risks and take action for resolution

Specific goals center on the following:

  • Customer adoption of SaaS technology
  • Customer reference ability including speaking at Blue Yonder events, case studies etc
  • Customer SaaS solution expansion
  • Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutions

Key activities include:

  • Communicating with senior executives at strategic accounts
  • Develop customer success roadmap
  • Conduct scheduled customer check-ins
  • Drive periodic business reviews 
  • Monitor customer performance and relationships.
  • Establish role as trusted advisor
  • Liaise with Blue Yonder internal resources as required
  • Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.
  • Oversee customer success value metrics workshops

To be successful for the role, you will need:

  • 10+ years of consulting, professional services, implementation, customer success management, or account management experience
  • Ability to travel
  • Excellent written and verbal communication & presentation skills
  • Strong negotiation and stakeholder management skills 
  • Experience in interacting with C-Suite Executives
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture
  • Data-driven with a commitment to drive/track consistent engagement process
  • Strong business and analytical acumen
  • Knowledge and understanding of SaaS technology landscape
  • Degree standard qualification