Job ID : 1145738 Date Updated : May 12th, 2021

Customer Success Manager Digital/ カスタマーサクセスマネジャー- Digital

Hiring Company OSISOFT
Location Tokyo - 23 Wards, Shinjuku-ku
Job Type Permanent Full-time
Salary 5.5 million yen ~ Negotiable, based on experience

Job Description

Customer Success Manager - Digital

We are looking for highly motivated, confident, and well-organized individuals to ensure that OSIsoft’s customers are satisfied with the services they receive and to help improve upon areas of dissatisfaction.  This position is part of the global Customer Success Team and the primary responsibility is to retain a large portfolio of customers using different automation means.

Highlight of this role:

  • Owning and leading the renewal process of Software Reliance Program (SRP) in collaboration with the Account Team to insure a continuity in servicing and retaining our customers
  • Delivering and communicating with a wide array of customers through use of our various marketing tools
  • Servicing customer needs in doing business with us in an efficient and frictionless manner
  • Driving improvements in OSIsoft processes and policies toward digital automation, self-service, and customer empowerment.

PRIMARY RESPONSIBILITIES

  • Deliver and communicate with a wide array of customers through use of our various marketing tools
  • Service customer needs in doing business with us in an efficient and frictionless manner
  • Drive customer satisfaction of our SRP:
    • Serve as a single point of contact for our customers on all aspects of the annual renewal
    • Communicate the value of SRP and secure the renewals in a timely manner
    • Promptly respond to all customer phone calls and electronic inquiries related to renewals
    • Research and troubleshoot inquiries for timely follow-up and resolution, including maintaining customer user access and entitlements
    • Identify and communicate to the Account Team any business opportunity that might occur during our interactions with the customers.
  • Partner with Marketing, Sales and Industry Principals:
    • To create effective and targeted campaigns
    • Keep track of all campaigns, analyze results and share those with the CSM Leadership, the Account Team and other departments
  • Gauge customers’ levels of engagement:
    • Analyze customer health metrics, running Customer Satisfaction Survey and gather other feedback via marketing tools
    • Promote customers to a higher tier of CSM engagement
    • Represent the voice of the customer to provide input into core product, marketing and sales process
  • Champion continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, sharing of expertise and experiences with other team members, “best practice” creation, detailed documentation, and process refinement and streamlining
  • Generate and maintain accurate documentation and customer information in our CRM database

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About OSIsoft

OSIsoft is a global leader in operational intelligence. We deliver an open enterprise infrastructure, the PI System™, to connect sensor-based data, systems and people. OSIsoft has installations in 127 countries and is widely used across manufacturing, energy, utilities, pharmaceuticals, life sciences, data centers, facilities and the process industries, as well as the public sector and the federal government. OSIsoft is headquartered in San Leandro, California, U.S.A, with offices around the world.

At OSIsoft, we provide the industry standard in enterprise infrastructure for management of time series data through the OSIsoft PI System™. Our customers rely upon the PI System™ to safeguard data and deliver enterprise-wide visibility into operational, manufacturing and business information. The PI System™ enables users to manage assets, mitigate risks, comply with regulations, improve processes, drive innovation, make business decisions in real time, and to identify competitive business and market opportunities. We are time series data; if the data has a value at a given time, we collect it, store it, and show it to our customers whenever they need it! We let engineers and managers see exactly what’s going on in their processes in real time – useful, right?

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level (Amount Used: English usage about 50%)
Minimum Japanese Level Business Level
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

REQUIREMENTS:

  • Bachelor’s degree in engineering, business or related fields
  • Strong analytical, and problem-solving abilities
  • Ability to present the value of our product offering to customers
  • Strong multi-tasking ability with the ability to prioritize
  • Ability to work well within cross-functional and geographically distributed teams
  • Experience with Salesforce CRM, Marketo, and managing digital campaigns is a plus

Job Location

  • Tokyo - 23 Wards, Shinjuku-ku

Work conditions

Job Type Permanent Full-time
Salary 5.5 million yen ~ Negotiable, based on experience
Salary Bonuses Bonuses paid on top of indicated salary.
Hiring Company Information

OSIsoft Japan K.K.

Customer Success Manager Digital/ カスタマーサクセスマネジャー- Digital - 1145738

Company Details

Company Type Small/Medium Company (300 employees or less) - International Company
Non-Japanese Ratio Majority Japanese

Company Description

A proven leader in enabling operational intelligence

We deliver an open enterprise infrastructure, the PI System, to connect sensor-based data, systems and people. The result: real-time, actionable insights that empower companies to optimize and transform their business.

OSIsoft has installations in 127 countries and is widely used across manufacturing, energy, utilities, pharmaceuticals, life sciences, data centers, facilities and the process industries, as well as the public sector and the federal government. OSIsoft is headquartered in San Leandro, California, U.S.A, with offices around the world. 

▼35+ years as a leader
▼125+ countries installed in
▼19,000+ sites deployed
▼1.5B+ licensed sensor-based data streams
▼65% of the Industrial Fortune 500 use us