Success Strategy & Operations Senior Manager
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The Customer Success teams engage with customers to accelerate adoption of our products and help them gain business value and return on their investment. This work includes delivering various engagement programs and coaching sessions as webinar/seminar or 1 to 1 meetings.
The Success Strategy and Operations plays a pivotal role to design and optimize Go-to-Market strategy for the above Customer Success teams and optimize their activities in Japanese & Korean market. This position stays as a trusted partner for the management of Customer Success teams and co-work with them to keep the engagement programs valuable for our customers and streamline the delivery processes. Based on the data driven approach, define critical metrics, find key insights and provide recommendations. The successful candidate will possess spirit to embrace change and ambiguity, strong analytical skills, open communication style and will to learn and grow career in a fast-paced environment.
Optimize and evaluate offerings and delivery schemes for engagement programs and coaching sessions in Japanese and Korean market.
Lead consolidation and analysis of various data such as delivery/attachment rate and productivity. Build mid/ long term strategies and delivery plans based on the observations and insights from analyses.
Create and maintain solid communication channels with counter part in the headquarter. Study the delivery programs and evaluation methods in other regions, implement best-fit working model for the Japanese and Korean organization.
Consolidate necessary information regarding the operational processes. Capture and supervise logistics process for program deliveries.
Conduct analysis of customer surveys and organize follow-up initiatives.
Obtain necessary accesses for platforms and tools controlled by the headquarter. Engaged in researches and fixing of internal technical challenges.
Participate in skills development and career growth of junior members in the team.
Monitor and supervise outbound call activities.
8-10 year work experience in high-tech/IT industry and B2B sector.
Lead planning and management of complex projects and challenging goals involving multiple teams and stakeholders in fast-growing industries.
Solid problem solving skills: Demonstrated ability to simplify complex problems, conduct data-driven analysis and come up with recommendations.
Develop and present recommendations to senior management for strategic decision making.
Initiate and lead regular business reporting and communication cadence for senior management levels
Team player: highly collaborative style with strong networking skills across business functions.
Collaboration experience with oversea offices or partners under multinational environment.
Business level Japanese and English skills in writing and verbal communication. (English: TOEIC 800+)
Flexibility and ability to adapt to new demands on the fly, with a sense of urgency.
Strong communication skills to translate complexities into easily digestible messages.
Bachelor’s degree or deep understanding in Finance, Economics, Business Administration field.
Work and collaboration experience in diverse group or environment.
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