LEARNSHIP GLOBALENGLISH CUSTOMER SUCCESS MANAGER JAPAN（期限切れ）

Description
As a candidate for this role you must have written and verbal fluency in Japanese and English (another language spoken in
Asia is a plus) as you will be responsible for maintaining and improving the customer relationships in Japan, driving
customer satisfaction and creating new business opportunities in partnership with the larger team.
You will be responsible for consulting with customers to manage pilots, implementations and program outcomes
strategies; protecting existing accounts by creating and executing communication plans, sharing recommendations and
best practices; and addressing issues and questions from client project teams to ensure the highest possible level of
customer satisfaction.
Some travel to regional activities such as customer locations, field events may be required. There may also be some limited
first line support work taking calls from learners to address their questions.
In a truly international position, you will work closely with your colleagues all over the world, including Learnship
GlobalEnglish headquarters in Chicago and Cologne.
A full onboarding program will be given to get you up to speed.
Responsibilities
・ 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 are aligned with the customer’s business case
and business strategy, allowing the full potential of their Learnship solution to be realized.
・ Leverage comprehensive understanding of Learnship GlobalEnglish 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 main point of contact. Support them during
the whole project, including pilots (if applies), implementations and efficacy process, in a consultative approach.
・ Provide proactive customer service to ensure the customer’s ROI and satisfaction is the highest possible (efficacy
process)
・ Plan and deliver periodic account Reviews and Annual Business Impact Review (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 of solutions and provide guidance to customers as part of
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 region.
・ Cover for support colleague as first line of support answering user queries and escalating where necessary.
Requirements / Qualifications
・ 3+ 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 virtual learning
applications 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 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


The role is a permanent position and the contract is local through GlobalEnglish KK.
Package:
Paid Holidays + Obon + End/Start of Year
Social security and pension
Commuting