Specialist, Customer Success (Japanese Speaker)

Job Title:

Specialist, Customer Success (Japanese Speaker)

Job Description

The Customer Success Specialist will work with the Global Services Organization to ensure customers get value from their hiring solutions. The Customer Success Specialist will be responsible for providing onboarding resources, encouraging strong product utilization, driving client engagement toward Learning Center and managing troubleshooting. It's an exciting role as you will work with new and existing customers as they embed products into their talent acquisition strategy. The customers will range across verticals and industries.

• Responsible for driving implementation setup progress for net-new Hiring Enterprise Program (HEP) customers

• Deliver customer value through ensuring customers are successful with hiring in terms of adoption, onboarding, usage, utilization and engagement

• Responsible for actioning Sales-triggered customer support requests ("Calls to Action" aka CTAs)

• Maintain a deep understanding of products and scaled self-serve resources to effectively guide customers on best practices

• Track client customer lifecycle milestones, including onboarding and achieve goals related to customer license activation and user engagement on the hiring platform

• Track and record customer activity in a timely manner in systems of record (e.g.,CRM system)

• Help triage troubleshooting tickets

• Proactive outreach to customers poor performance such as low account utilization and product usage and scheduling of consultations to improve their utilization or the platform by coaching them on best practices 

Requirements:

• BA/BS degree

• 2-3 Years of experience in Customer Success, Sales or Account Management preferred

• Fluency in English and Japanese for markets being served

• Familiar with the talent industry, hiring trends and best practiced

• Experience analyzing data, trends and client information to identify product or service growth opportunities.

• Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

• Excellent communication, collaboration, organizational and project management skills

• Ability to interact comfortably with both clients and internal departments

• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

• Ability to work on queues/cases/tickets out of CRM platforms

• The ability to build trust quickly and develop strong relationship

• Consultative approach to customer interactions

• Strong ability to derive insight from utilization data to address client goals

• Ability to operate autonomously in a fast-paced environment and are motivated to move things along quickly

Location:

MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara

Language Requirements:

English, Thai

Time Type:

Full time

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