Key Responsibilities
Client Engagement & Communication
- Serve as the primary point of contact for clients undergoing technology migrations, delivering clear and professional communication throughout the migration lifecycle.
- Lead client calls and meetings in Japanese and English to explain migration scope, timelines, and client impact.
- Localize and tailor client communications (email, meeting notes, FAQs) for Japanese‑speaking audiences; provide concise English summaries for internal stakeholders.
- Proactively communicate updates, answer queries, manage expectations, and escalate complex questions beyond first‑level support to appropriate internal teams.
Migration Execution & Tracking
- Understand migration scope, technical requirements, client impact, and internal resource implications.
- Guide clients through migration activities, including technical onboarding, testing (UAT/PVT), and go‑live phases.
- Track and monitor client migration status across multiple cases using internal tools and trackers.
Documentation & Reporting
- Maintain accurate and detailed records of client interactions, migration progress, and issues in internal tracking systems.
- Produce bilingual documentation when required and provide regular status updates to internal stakeholders and leadership.
- Document learnings, best practices, and process improvements at the end of each migration cycle; contribute to knowledge repositories and playbooks.
Stakeholder Management
- Collaborate with internal teams to understand platform changes, client segmentation, and execution strategies.
- Partner with Japan‑coverage stakeholders as needed; navigate multiple reporting lines and ensure alignment across stakeholders.
- Represent the Client Execution team with professionalism and composure in all interactions.
Required Qualifications & Skills
Essential
- Business‑level proficiency in Japanese and English (spoken and written); able to conduct client meetings and draft client communications in Japanese, in order to liaise with Japanese speaking stakeholders and client
- Strong attention to detail with the ability to manage multiple tasks and priorities simultaneously.
- Demonstrated ability to learn technical concepts quickly and explain them clearly to non‑technical audiences.
- Proven track record of ownership, accountability, and delivering results under tight timelines.
- Prior experience in client‑facing roles (customer service, client onboarding, account management, or similar).
- Professional demeanor, composure under pressure, and strong problem‑solving skills.
- Proficiency in Microsoft Office (Excel, PowerPoint, Outlook) and experience with tracking/CRM tools.
Preferred
- Experience in financial services, payments, or technology migrations.
- Familiarity with client onboarding processes, system implementations, or project execution.
- Understanding of banking operations, payment and statement formats, and platform modernization initiatives (Japan market experience a plus).
- Experience managing stakeholder relationships across multiple teams or geographies.
- JLPT N2 or higher (or equivalent business proficiency) preferred.
