Japanese Speaking Customer Success Manager

• As a Customer Success Manager, you are a critical part of customers adoption of security integrations.
• You act as their day-to-day contact, establishing relationships with them to ensure best practices for
• their secure environments. Youll guide for quick and consistent adoption, accelerated integrations with
• new cloud security products, and real-time support and strategy. You have in-depth knowledge of
• indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and
• improvements. In this role, you will work closely with CISOs, security architects, security engineers, and
• development operations teams within mid-to-large enterprises, so youll need to feel confident
• presenting implementation plans to all ranges of technical ability.

Job Responsibilities:

1. Lead clients onboarding experience, adoption, and expansion across a range of relationships ior
Japanese clients.
2. Develop a strong partnership with customer shareholders, channel partners, and executive sponsors
to drive product adoption
3. Be a customer advocate in influencing product roadmap and improvements
4. Coach customers on how to establish and implement their Cloud Security change management,
governance, center of excellence programs
5. Identify and escalate risks to the customer and support team to achieve client success
6. Gain a deep understanding of typical business challenges faced by our customers to appropriately
map features in their security environments
7. Address and associate business benefits to align with emerging and evolving needs
8. Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to
remediate client concerns
9. Build relationships with customer executive sponsors, speaking on a frequent cadence to strengthen
relationships while uncovering new opportunities
10. Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead
identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
11. Leverage key metrics to build a strategic plan to address decreases or negative changes in the
metrics listed above

Job Requirements:

1. Spoken and Written fluency in Japanese. Preference will be given to candidates with JLPT N3 and
above certifications.
2. Have a proven track record with a minimum of 8-10 years Pre-sales engineering, Technical account
management, Engineering or Consulting experience in Networking, Cloud based security services,
Software defined networks etc.

3. Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) or
in cybersecurity.
4. Exceptional communication skills listening skills, verbal communications, and writing skills.
Position requires heavy development of presentations with meaningful, relevant content
5. Customer focus, delivery of customer success value, drive customer satisfaction
6. Strong organizational, multi-tasking mindset skills required. Ability to track, and manage
deliverables, Project management is a plus.
7. Experience with managing service type relationships with high-profile or top tier accounts
8. Solid technical understanding with the ability to learn the complexity of our products.
9. Experience working in the tech industry, security preferred
10. Must be able to build relationships with customers, internal stakeholders/ecosystem
11. Be able to focus on keeping the customer operationally stable (case and escalation management)
12. Ability to keep overall account strategy and growth opportunities in mind
13. BE/BTech in Computer Engineering / Electronics Communications Engineering or their equivalent, MBA is a plus

 

Mandatory Skills:

• Customer Success Management
• Cloud
• CLM
• Japanese Language Proficiency