Customer Success Manager
JP-Tokyo
Careers (External)
Req #: 32841
Type: Full-Time
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Overview: About Kinaxis キナクシスでキャリアを前進させる新しい挑戦をしてみませんか？当社は技術のエキスパート企業です。しかし、より良い方法を追求する情熱の源泉は、ひとりひとりの従業員です。キナクシスでは皆さんのキャリアアップと専門的な能力開発に真剣に取り組んでおり、従業員を大切にしております。 1984年、私たちはカナダのオタワを拠点とする3人のエンジニアのチームとしてスタートしました。現在、当社は世界中に2,000人を超える従業員を擁し、100か国以上で40,000人を超えるユーザーをサポートするグローバル組織に成長しました。エンドツーエンドのサプライチェーン管理における世界的リーダーとして、当社はあらゆる業界のサプライチェーンの卓越性を実現します。当社は、お客様へのサポート方法の革新と大変革を継続しながら、東京および世界中でチームを拡大しています。 私たちは、セールス、プロフェッショナル サービス、グローバル カスタマーケアのプロフェッショナルで構成されるグローバルチームとして、10年以上にわたり日本での事業展開を続けており、SUBARU、日本光電、ユニリーバなど、日本および世界中のお客様をサポートしています。 Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it's really our people who give us passion to always seek ways to do things better. As such, we're serious about your career growth and professional development, because People matter at Kinaxis. In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Tokyo and around the world as we continue to innovate and revolutionize how we support our customers. As a global team of Sales, Professional Services, and Global Customer Care professionals, we have maintained our presence in Japan for more than a decade and we support customers in Japan and around the world, including Subaru, Nihon Kohden, Unilever, and more. Responsibilities: Location Tokyo, Japan Located in the upscale Akasaka area of Tokyo, our office is a short walk from Akasaka-Mitsuke, Akasaka, and Tameikesanno Stations. About the team The Global Customer Success team establishes and builds on value added relationships with our customers. The team provides both proactive and progressive leadership on customer experiences and in partnership with cross-functional internal teams, work with our customers to promote value, growth and loyalty. Our Customer Success Managers foster the customer relationship post deployment, ensuring a smooth onboarding experience and champion customer health by driving value realization and increasing adoption of our solution Qualifications: What you will do * Serve as the main point of contact for customers in relation to the ongoing realization of value from Maestro, helping them achieve their desired outcomes. * Develop and manage customer-specific success plans, based on a deep understanding of each customer's business drivers, goals, and challenges. * Continuously assess customer health by tracking usage, engagement, and value realization metrics. Identify potential risks and obstacles in the customer journey, and work across teams to help remove roadblocks, ensuring customers are fully utilizing the Maestro solution. * Develop and maintain relationships with key customer stakeholders, to ensure trust, alignment, and long-term success. * Lead regular business reviews with customers, providing insights on their usage of Maestro, offering value-added recommendations that could further drive success. * Ensure a smooth and effective onboarding experience for new customers, collaborating with other teams to ensure a seamless transition from sales to customer success and beyond. * In cases where customer health is at risk, initiate and drive corrective actions through "get well" plans, ensuring that challenges are addressed and resolved to restore customer confidence and satisfaction. * Collect customer feedback regularly through surveys, meetings, and day-to-day interactions. Use this data to identify trends and areas for improvement within the product. What we are looking for * Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field * 5-7 years of progressive experience in consulting, professional services, implementation, customer success management and/or account management. * Understanding of Supply Chain Management, including knowledge of processes, systems, and operational best practices. * Experience working with SaaS platforms to deliver business solutions * Proven experience working with global enterprise customers in a customer facing role. * Demonstrated ability to manage multiple complex projects across enterprise accounts. * Strong knowledge of customer health metrics, business reviews, and renewal strategies. * Excellent presentation, facilitation and communication skills with experience establishing and building relationships with C-Suite Executives. * Project Management Professional (PMP) Certification considered an asset. #Senior #LI-KJ
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