Sutherland Philippines Japanese Bilingual Customer Success Manager | Cyber Security Program

Sutherland Philippines

£2.2-2.3K[Monthly]

On-site - Taguig1-3 Yrs ExpHigh/Senior High SchoolFull-time

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Encourage customers to utilize new features that will help them advance their business
Provide insights and communicate customer feedback to internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering
Assess churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to enhance retention throughout the customer life cycle
Develop plans that ensure successful adoption of our platform by customers in alignment with their business needs
Conduct regular meetings, quarterly and annual customer success reviews to ensure customers derive maximum value from their investments
Build customer relationships by fostering trust and ensuring that their needs are addressed
Connect customers with enablement resources to promote adoption

At least 1 year of direct and verifiable experience in enterprise-level customer success, consulting, or account management for a SaaS company (preferably in a B2B setting, but not required)
Experience leading meetings and regular schedules, including quarterly and annual customer success reviews with clients
Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management
Excellent verbal and written communication skills in Japanese/Nihongo (Preferably N2/N1/Native speaker)
Ensures customer satisfaction by addressing technical demands and acting as a sales liaison for the program
Ability to facilitate the adoption of the solution, driving awareness, education, and utilization by serving as the point of contact within the customer base
Strong skills in strategic planning and project management with the ability to adapt conversations for both technical and non-technical audiences

Enterprise Level CSMJapanese/NihongoProblem SolvingAccount ManagementCustomer ServiceB2B Level Support