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Updated 2021-03-05
Activated 2021-03-01

Service Success Manager (O365) - Japanese Speaker *Currently remotework
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  • ★★★ Senior Level
  • Women Welcome
  • Listed Public Company
  • No transfer
  • No Age Restriction
This posting is managed by:
Recruiter
j Career Co.,Ltd. / 株式会社 j Career
Company Name Company is not publicly visible
Job Type
j Career Co.,Ltd. / 株式会社 j Career
IT (Other) - Customer Support Engineer
IT (Other) - IT Help Desk
IT (Other) - Project Manager
Industry Internet Services/ISP (Internet Service Provider)
Location Asia Japan Tokyo Shinjuku

Job Description Service Success Manager will provide post-installation support to customers who have introduced our service.

We will be in a position to cross-sell, up-sell, etc. in cooperation with our BDM and other departments, solving problems such as usage status, excess and deficiency of licenses, and problems raised at regular meetings.


The role
As a Service Success Manager, you will provide support to customer stakeholders across, CxO, Operations and Business Units, in order to make sure we deliver business outcomes with the best customer and delivery experience resulting in customer retention and new leads/opportunities. You will have excellent skills at developing relationships which will allow you to understand the objectives of the customer organization to align the appropriate our company Solution and Services.



You will be responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [BAU] phase
You will conduct Onboarding sessions with your customer stakeholders providing insight on: our company Service scope, Support process, Escalations management, Service Success manager role and focus, Tools overview & demo etc. to educate the Customer stakeholders to start leveraging our company support, services & tools.
You will conduct business reviews with your customer stakeholders providing insight on: our company Service usage and performance, opportunities for optimization, relevant developments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business.
You will provide escalation management for managed service related escalations and keeping your customer up-to-date on resolution progress.
You will accompany and orchestrate the Root Cause Analysis of Critical and Major Incidents raised by customer and align with the executing support staff to optimize experience for the customer, our company and/or partners
You will monitor and report Customer Satisfaction (CSAT), Business Outcomes, SLA’s/KPI’s and if needed initiate and monitor Service Improvement Plans (SIP’s) initiated within the Service Organization.
You will equip yourself and maintain up to date working knowledge of the Services supported by our company Managed services team.
You will be responsible for driving and accelerating adoption of our services through advising customers on best practices for using our company and/or partner solutions and align with Sales and Solution Sales on upcoming up- or cross-selling opportunities accordingly.
You will relay customer needs and requirements back to internal our company Global Service teams for future Service and Solution development.
You will mentor team members and assist them with their professional development.
You will understand the information available from other our company Service lines to provide input to Account Business Plans to position our company Services and Solutions.
You will provide thought leadership in highly complex projects/programs throughout the pre-sales and initial planning process. You will possess a detailed understanding of the end-to-end onboarding process for our company Managed Services customers.
Company Info Headquartered in Switzerland, we are one of the world's leading providers of end-to-end software and cloud technology solutions. Along the entire value chain, we help you formulate and implement technology strategies, source the right software and cloud solutions at the right price, and manage and optimize your software assets.

Our products and services are connected by our own digital platform providing our customers with data-driven and actionable intelligence. With approximately 5,400 employees and sales service locations in 90 countries, we provide more than 7,500 software manufacturers and cloud solutions to approximately 65,000 corporate customers. Our stock is listed on the Swiss Stock Exchange.
Working Hours 9:00~17:30 *Currently remotework
Break time: 60 minutes
*Employee・Deemed overtime 40 hours(Extra time will be paid separately.)
Job
Requirements
Skills Requirement:

Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
Expert use of MS Office Suite and Microsoft DynamicsCRM
You will be expected to gain working knowledge on PyraCloud functionality
Proven track record in Service delivery or in support of Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication etc.
Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously
Understands the implication of change through the implementation of technology to the business
Strong structural work methods, multitasking and time management skills
Excellent problem solving and assertive consultative skills
Demonstrated experience in business process analysis
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 6500K - JPY 7000K   
Other Salary
Description
Full social insurance
Full transportation expenses
Education and training
Qualification support system
Holidays Two regular days off per week (Sat, Sun and public holidays)
Summer vacation
Winter vacation
Paid leave
Childcare leave
Job Contract
Period
Full-time employee
There is a 6 month trial period, but contract conditions do not change during that time.
Nearest Station 7 mins walk from Tokyo Metro Marunouchi Line Shinjuku Gyoen Mae Station
11 mins walk from Toei Shinjuku Line/Tokyo Metro Fukutoshin Line Shinjuku San-chome Station
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