THE ROLE:
Our customers success is directly representing Expereo's success, and the Customer Success Manager plays a key role in putting this into action. This role bridges customer needs with internal teams, assisting with account planning, day-to-day service management, and proactive customer communication. You will play a key part in ensuring accounts run smoothly, supporting renewals, and contributing to customer retention and satisfaction.
THE RESPONSIBILITIES:
Here is how your day-today responsibilities of the role will look like, but are not limited to:
- Serve as a secondary point of contact for assigned customer accounts, supporting the Account Manager in ensuring customer satisfaction.
- Assist in developing and maintaining account plans, tracking customer activity, and identifying opportunities for improvement.
- Coordinate with internal teams (Sales, Service Delivery, Support, Billing) to ensure smooth execution of customer requests.
- Monitor service delivery milestones and provide proactive status updates to customers.
- Support renewal activities, including preparing quotes and following up with customers.
- Assist with cross-sell and upsell opportunities by identifying customer needs and passing leads to Account Managers.
- Prepare reports and presentations for customer meetings, including service performance summaries.
- Gather and escalate customer feedback to improve services and processes.
- Track account activity in CRM systems (Salesforce or similar), ensuring data accuracy and timeliness.
- Understand the customer horizon what are their plans next year and the year after and how can Expereo pro-actively help them shape the plans to become their go-to partner as a result.
- Ensure there is a practical and clear account plan in place for each customer a working plan that is pro-actively used and updated and represents a real-time picture of the customer's landscape. This is used to keep all parties updated key challenges and opportunities.
- Responsible for the retention and growth of assigned customer account(s) via Cross/Up Sell with responsibility for the In-Life Moves, Additional and Change orders.
- Launch, lead and take internal and external ownership of service improvement / corrective action plans and communicate requirements and progress as and when required with goal improving both Net Promoter Score and Customer Satisfaction.
THE SKILLS AND COMPETENCIES:
- Diploma or degree level education preferred, or equivalent experience.
- 2-4 years of experience in customer support, account coordination, or junior account management (telecom/IT industry experience is a plus).
- Japanese language proficiency - JLPT N1 or native-level equivalent. At least 3 years of professional experience using Business Japanese is preferred.
- Strong interpersonal and communication skills, with confidence in engaging directly with customers.
- Excellent attention to detail, with strong organizational and multitasking abilities.
- Demonstrated ability to manage multiple priorities and follow through on tasks.
- Proficient in MS Office (Excel, PowerPoint, Outlook) Salesforce or similar CRM experience preferred.
- Commercial awareness with interest in developing account management skills.
- Proactive, reliable, and collaborative, with strong problem-solving abilities.
