Customer success manager | japanese bilingualEastvantage Business Solutions Inc.

Work in alignment with the service level of the account or statement of work defined by the customer and the sales and services team, monitoring time, costs and deliverables.
Maintain customer satisfaction through strong project management and consulting skills
Develop a trusted advisor relationship with customers such that all activities are aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized.
Leverage a comprehensive understanding of solutions to provide relevant adoption and recommendations on solutions and enhancements customized to customers' business needs.
Work with the customers to ensure they are leveraging the solution and achieving success.
Develop and maintain positive client relationships at all levels with existing corporate accounts.
Partner with Customer project teams and serve targeted accounts as the main point of contact, through the CSM team email address. Support them during the whole project, including pilots (if applies), implementations and efficacy process, in a consultative approach.
Drive and manage the renewal process for identified accounts and work with legal and finance team on specific terms and conditions. Follow-up on contract signature and revenue collection.
Manage escalations to the Sales Market Leader and/or Director of Customer Success when needed.
Provide proactive customer service to ensure the customer's ROI and satisfaction is the highest possible (efficacy process)
Plan and deliver periodic account updates and reviews (and any other deliverable included in the SOW), in collaboration with the sales team
Manage satisfaction and business impact surveys
Monitor and identify trends in adoption and utilization and provide guidance to customers as part of the annual Business Impact Review.
Provide timely account or issue executive summary status reporting to customers and management.
Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate.
Document and gather customer and project information in the CRM system
Participate in field marketing events within the region.
Cover for support colleague as the first line of support answering user queries and escalating where necessary.
Written and verbal fluency in Japanese and English is an essential requirement. Any other language is a plus.
5+ years relevant work experience in one or more of the following: customer success management, customer service, project management or consulting -- ideally with online language learning or other digital learning solutions in a SaaS environment
Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-Level
Demonstrated consulting skills to advise customers and share best practices
Aptitude both for analyzing learning concepts and translating them into business terms, and for mapping business requirements to appropriate solutions
Project management skills; ability to manage a project's timeline, costs, and deliverables. Ability to successfully manage multiple projects simultaneously
Ability to prioritize, multi-task, and perform effectively under pressure
Highly customer-focused attitude
Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
Experience in Internet technology, online learning, and/or corporate education implementation a significant plus
Familiarity with Learning / Talent Management Systems and integrating online learning into Talent and Learning Management Systems.
Experience using remote business communications and collaboration tools including, MS Office, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc.
Experienced in conducting virtual meetings
Experience in Internet technology, online learning, and/or corporate education implementation a significant plus
Familiarity with salesforce.com or other CRM systems desirable
Mid-Senior Level / Manager Customer Service Business Process Outsourcing 1 opening Bachelor's degree graduate
We are a Euro-Filipino Knowledge Process Outsourcing (KPO) company that provides business solutions to global companies. With close to a decade in operations, we have helped several large companies and SMEs tap into the rich and highly-skilled Philippines labor pool to address cost-efficiency and strategic growth measures. Based in the premier business district in the Philippines, we have access to the best infrastructure and talent -- the perfect elements to create and grow your team and your business.Eastvantage brings a wealth of global insight and local knowledge that makes the transition from onshore to offshore simple and seamless.To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time