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Customer Success Manager - JPN

Tokyo, Japan

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Job ID R1906741 Date posted May. 30, 2019

Position Overview

The Customer Success Manager drives proactive customer interactions resulting in a higher rate of product consumption.   As such, this is a is a critical role in accelerating VMware’s growth in both its on-premises and as-a-Service (aaS) software business by enabling customers to rapidly and successfully adopt our advanced products and technology and realize business value

Job Responsibilities

Customer Value Realization  

  • Primary responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them realizing their on-prem or cloud strategy including challenging customers to think in new and creative ways that enable them to maximize value.
  • Manage assigned customers and serve as the first line of contact, post-sales and prior to production.
  • Proactively Identify risks to the customer achieving their stated business goals and work with the product team to build a risk mitigation plan.

Customer Champion and Advocate

  • Ensure customers needs and challenges are communicated and understood by Executives and functional teams.
  • Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
  • Anticipate future customer needs and proactively reach out to resources at VMware to address them

Health Monitoring

  • Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers.
  • Create a Customer Success Plan that tracks milestones and measure progress against the same
  • Proactively take actions for customers below threshold health score
  • Leverage CS analytics for identifying predictive indicators of churn and take mitigating actions
  • Conduct periodic touchpoints to measure customer satisfaction and product deployment levels
  • Monitor Customer Health Score in CS platform

Adoption and Customer Retention

  • Share customer feedback with BUs and R&D for product development
  • Gather case studies and identify customer references.
  • Proactively review customer consumption and billing to help customers optimize their investment
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
  • Help to identify, generate and facilitate additional revenue leads and share with the account team.
  • Drive organic growth and expansion within assigned accounts
  • Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients

Basic requirements:

  • Native in Japanese - Speaking/Writing
  • Demonstrated track record of successfully managing complex customer relationships in a technology service industry 
  • Excellent communication skills, including with internal and external stakeholders and all levels of management.
  • Proven record of driving issues to resolution with great customer satisfaction
  • Ability to manage multiple customer accounts, projects and deadlines simultaneously 
  • Strong interpersonal relationship building skills
  • Willing to be a hands-on contributor and a proactive team player 
  • Ambitious and driven, thriving in a demanding and fast-paced environment
  • 5+ years of customer magement / customer success experience preferably in aaS organization
  •  4-year degree required
  • Ability to travel up to 40% as needed

Preferred Skills

  • Experience in change management, project management, decision making, planning, and process improvement/business transformation.
  • Previous customer success experience in a aaS organization

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