【求人No NJB1029596】 ■Overview The VP Client Success is responsible for managing a group of Client Success Managers who work directly with internal external clients to enhance their overall experience with the Acquisio Platform. This includes ensuring our clients are getting the maximum value from our solution as well as helping them setup new features and products. You are also responsible for escalating issues to the appropriate team in Canada when required and will work with Account Managers to ensure all client issues are addressed in a timely manner. The role’s primary responsibility is to ensure that each client`s onboarding experience is smooth and that any issues with the product surfaced by internal or external clients are addressed in a timely manner. This position reports to the President directly.
■Responsibilities: ・ Attracting hiring and retaining a group of Client Success Managers ・ Establishing a trusted support relationship focused on ensuring clients’ overall satisfaction with our products ・ Ensuring the Support team is effective in its role as liaison between internal clients (Client Services) and external clients (Product Users) and the development team; including regular follow up with clients ・ Provide instructional training on our product to clients via phone and e mail ・ Developing success plans for clients that outline their critical success factors metrics for success potential issues and provide recommendations ・ Managing escalation process and coordinating request to escalate existing cases from Sales and Account Managers ・ Developing and maintaining a method to measure and evaluate team performance based on quantitative metrics ・ Point of contact for Strategic Clients and their Strategic Account Manager with regard to user initiated support issues ・ Managing escalation process and coordinating request to escalate existing cases from Regional Managers Platform Operations and Client Support Team in Canada.
・ Microsoft Power point Excel and other Microsoft Office products
・ Strong multi tasking and prioritizing skills
・ Ability to work autonomously and within a team setting
・ Effective interpersonal and communication skills
・ Strong written and verbal communication: Japanese and English
・ Demonstrated ability to learn and apply basic concepts in new situations
・ Proficiency or subject matter expertise in Digital Marketing are of particular interest.
This role requires excellent organization project management and time management skills and a strong ability to derive insight from data and build actionable strategy based on analysis