Customer Success Manager (Japan)

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

At NAVEX, we're making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That's a serious impact.

If you are looking for a high energy and fast paced position as a Customer Success Manager, come join NAVEX's Customer Success Team!

As a Customer Success Manager, you will be responsible for working with new and existing customers to ensure that they are successful with NAVEX's Ethics and Compliance solutions. As part of the company's Customer Success organization, you will work with our Delivery Services, Customer Support and Account Executive Sales teams to ensure a customer's journey from purchase to production is smooth and well managed. You will also monitor on-going customer health and establish a cadence for customer interactions that ensure each customer is fully optimized on their existing deployed solutions. In summary, your job is to ensure that you deliver value to our customers.

This role will begin as a fully remote position for candidates based in Japan. Once our office in Tokyo is established, the expectation is for the role to transition to an in-office arrangement. Candidates should be comfortable with this transition and be located within commuting distance of the future office location.

What you'll get:

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.
• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.
• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you'll feel at home.
• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

• Own a portfolio of high touch, Enterprise accounts from handoff to customer advocacy and beyond
• Deliver and effectively communicate ROI for our customers throughout the customer lifecycle via Strategic Business Reviews (SBR's)
• Proactively manage customer health by consistently monitoring, documenting, communicating and effectively driving success plans and account plans for high customer retention and loyalty
• Drive and enhance customer adoption, awareness and growth of NAVEX solutions through education and continuous learning, propelling customer participation in NAVEX Communities and use of available knowledge base and online support tools
• Partner with internal stakeholders to develop renewal readiness action plans to address any obstacles limiting adoption or creating renewal risk
• Act as the advocate for customer needs and quarterback issues cross-departmentally and to senior leadership
• Collaborate with internal stakeholders and Sales to identify and develop solutions that can add significant value to customer's success through upsell and cross-sell opportunities
• Travel will be required up to 30% of the time

• 6+ years of customer facing experience in a customer success, account management or professional services role
• Fluent in business-level Japanese, with the ability to communicate effectively with local Japanese customers, both verbally and in writing
• Strong business-level English communication skills, to collaborate effectively with global teams across the broader organization.
  
  Deep understanding of Japanese culture, etiquette, and communication styles.
• A passion for customer success and laser focus on delivering customer value
• Experience building relationships, managing and collaborating with large, complex accounts
• Strong business acumen with the ability to assess the benefits and risk of decisions
• Strong technical acumen with the ability to understand and translate business and technical requirements to appropriate internal teams
• Proficiency with business processes including sales, services & support, business applications and automation (Gainsight, Salesforce or equivalent CRM)
• Proven effectiveness at leading and facilitating executive meetings and workshops, adapting to your audience and effectively navigating and mitigating conflict
• Exceptional prioritizing, organizational and time management skills with the ability to multi-task and perform effectively under pressure
• Ability to drive results through your job competencies in customer partnership, decision making and effective communication
• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instills trust
• Bachelor's degree or equivalent qualification recognized by the Japanese Ministry of Education (MEXT).

• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.
• Pay progression based on your performance.