Sutherland Philippines Japanese Bilingual Customer Success Manager | Cyber Security Program

Sutherland Philippines

£2.1-2.3K[Monthly]

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

Encourage customers to utilize new features that will help them drive their business forward
Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle
Develop plans that ensure that customers are successfully adopting our platform that align to their business needs
Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments
Develop customer relationships, by building trust and ensuring the customer’s needs are met
Align customers with the enablement resources to drive adoption

At least 1 year direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)
Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
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 of the program
Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set
Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences

Enterprise Level CSMJapanese/NihongoProblem SolvingAccount ManagementCustomer ServiceB2B Level Support