Total 73 customer service job vacancies in Customer Service category in Yotsuya, Tokyo

PeopleCertは、世界の一流企業で使用されているベストプラクティスやビジネスに不可欠なスキルの評価・認証において、グローバルリーダーとして活躍しています。

世界200カ国以上で展開するEdTechのリーディングカンパニーで、一緒に働いてみませんか。

PeopleCertでは、国際電話のインバウンド・アウトバウンドの対応を通じて、お客様の受験で利用する技術サポートや資格に関するお問い合わせに対応する日本語と英語を話すカスタマーサービス・エージェントを募集しています。PeopleCertのカスタマーサービスは、チャット、電話、Eメールを通じて提供されます。日本語を話すカスタマーサービス・エージェントは、リモートで在宅勤務をすることが可能です。

仕事内容

• 日本またはアジアの受験者からのメール、チャット、電話などのインバウンドリクエストのカスタマーサービス業務
• 資格と資格試験に関する苦情や問い合わせに、設定された手順とガイドラインに従って対応する
• チームワークを大切にし、他のチームと連携して仕事を進め、可能な限り最高の結果を出すこと
• 役割と活動範囲に関連し、合理的に割り当てられた任務とタスクを遂行する。柔軟で適応力のある顧客中心のアプローチを適用し、複数のタイムゾーンにまたがるPeopleCertの多国籍企業やグローバルな業務に対応すること

応募資格

• 学士号（履修分野を問わない）
• 類似の職種で最低1年の経験
• カスタマーサービスに熱意がある方
• 英語（CFEFR C1レベル、LanguageCert C1 LTEまたはC1 IESOLがあれば尚可）および日本語（C2レベル、ネイティブ）の優れた知識
• 優れた対人コミュニケーション能力、口頭および書面でのコミュニケーション能力
• 整理整頓ができ、自発的に行動し、柔軟性があり、迅速に期限厳守の環境で働くことができる方
• 本人認証に関わる業務や研修・試験分野での実務経験があれば尚可
• カスタマーサービスに必要なコンピュータリテラシー。一般的なワードエクセル、業務システムなどの利用経験があれば尚可

当社勤務でのベネフィット：

• 時間的に固定された勤務体系 　祝日を除く平日日本時間09:00-17:00
• 在宅勤務で出社なし（地方都市からの勤務も可能）
• 国内外の受験者と関係者と英語を使う機会と経験の提供
• 国際的かつダイナミックでの明るい雰囲気の中での勤務
• PeopleCertのポートフォリオに含まれる認定資格の試験を年間2試験無料提供
• ベストプラクティスとグローバルな環境を活用した膨大なラーニング経験
• 常に個人とプロフェッショナルを育成
• 100％バーチャルな採用プロセス

What you get to do in this role:

The role of the Analyst, Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• You will have a portfolio of customers
• You will work with the portfolio of customers in a 1 to many fashion using email campaigns and guiding customers to webinars and other Community content
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

We’re looking for Customer Support Agents who have an excellent command of both Japanese and English to join our growing team in Tokyo on a 1-year Full Time Contract (FTC). This role is a unique opportunity to have an impact on Wise’s mission in helping our customers have a great experience when using Wise.

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to bring about the best experience possible with our products, via email, phone and chat.

The role will give you the opportunity to:

• Help customers have the best experience possible with our product working across email, phone and chat

• Be flexible working during business hours but sometimes covering an early morning, evening or weekend shift (You will be taking other hours/days off for these shifts)

• Go above and beyond the call of duty: work with less supervision and solve complex problems working with other teams

Keeper is hiring driven Customer Success Managers to join a high producing team within our APAC B2B sales division. Candidates must be able to work from our Tokyo, Japan office for eligibility.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while expanding and developing client relationships in this pivotal role!

About Keeper

Keeper Security APAC 株式会社 ("Keeper") is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our award-winning, zero-trust, privileged access management platform deploys in minutes and seamlessly integrates with any tech stack and identity application to provide visibility, security, control, reporting and compliance across an entire enterprise. Trusted by millions of individuals and thousands of organizations, Keeper is an innovator of best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Role

Join an elite group of proven performers and highly successful Customer Success professionals. Our team is full of seasoned technologists, with experience selling into SME and Enterprise level accounts. They have a passion for helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.

Responsibilities

• Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows
• Carry a revenue quota to meet or exceed sales targets within assigned accounts
• Provide strong interactions with customers at the Senior Management level with support on forming relationships with C level contacts
• Work with clients to negotiate contract renewals, cross-sells and upsells
• Communicate in Japanese and English, both verbally and in writing
• Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews
• Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals
• Advise customers on best practices for securing and protecting their business against password related breaches
• Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
• Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers
• Understand and navigate account procurement practices to negotiate licensing contracts
• Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space
• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features etc.
• Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert
• Drive customer advocacy in the form of references, referrals, and case studies
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas
• Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Contribute towards the development of a strong team environment by upholding high work standards
• Jump at opportunities to go the extra mile to ensure our customers are supported and successful!

• 1+ years of experience in Account Management or SaaS Customer Success roles/Sales roles
• Must be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skills
• Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
• Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
• Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications
• Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Working knowledge of Salesforce.com
• Experience working in IAM industry is a plus
• Undergraduate degree preferred (BA/BS)

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

＜日本語は英文の後に続きます。＞

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences!

• Fixed term contract (契約社員)
• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up
• Company Events

待遇・福利厚生

• 雇用形態：契約社員
• 社会保険完備
• 交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• 在宅勤務手当（月額上限1万円）
• 有給休暇
• 傷病休暇
• 従業員アシスタントプログラム
• 語学プログラム（日本語／英語のレッスンサポート、資格取得サポート）
• 従業員持ち株会
• 社員紹介制度
• 健康診断（年1回）
• 社内イベント（お花見、BBQ、忘年会などオフラインでのイベントも多数

• Support the customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Perform Korean language translation and proofreading where necessary.
• Respond and support Korean players issues via chat and email, including but not limited to password resets and more.
• Business hours: Shift based - 11:00-20:00/12:00-21:00 - work 40 hours a week.
• Support 365 days a year including weekends and holidays (shift work)
• Must be based anywhere in Japan.

• Business level Korean.
• Native reading and writing skills in Korean.
• Experience in translation and/or localization is appreciated.
• Passionate about the video game industry.
• Strong logical thinking.
• Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
• Able to deliver excellent customer service via email and chat.
• Able to understand games from a gamer’s perspective.
• Capable of analyzing and solving information accurately and swiftly within guidelines.
• Possesses a team player mentality.

• Collaborating with people creating innovative interactive entertainment.
• Dynamic and entrepreneurial culture.
• Video games focused environment.
• Contract Employee*Permanent employee promotion is available.
• Trial period: 3 months / No change in conditions.
• Up to 50,000 yen reimbursement or train pass.
  

Who we are

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.

Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit www.ptw.com.

As a Customer Experience Strategy Lead, you will work as both lead strategist and hands-on strategist within cross-disciplinary strategy teams. In your role you will focus primarily on omnichannel and digital strategy projects but you will have opportunity to flex across to brand strategy, creative strategy and product strategy as opportunities arise. You will focus on partnering with an existing priority client of the Groupe. 

· Strategy development & strategic leadership 

· Understand brand and scientific strategy, and the role of audience engagement to drive growth in complex treatment landscapes 

· Build omnichannel (paid, owned and earned) and digital strategies which help healthcare brands strengthen their relationships with people, guiding the strategic planning of channel and content strategies across connected journeys 

· Understand the drivers of CSAT & NPS across HCP segments, using “Voice of HCP” to investigate the root cause of identified CX issues. 

Ideate activities to improve customer experience and drive NPS uplift through digital & technology solutioning and channel / content experimentation.

Work closely with local Planners, Media & Data Engine teams to determine the optimal channel mix, potential KOLs and touchpoints for improved customer reach.

· Create brand messaging frameworks, communication plans against the customer journey and write creative briefs that synthesise insights into the jobs to be done from a creative perspective 

· Flex your strategic skills across client needs, supporting clear decision-making on how to deliver both audience value and business impact 

· Simplify and synthesise complex human journeys into clear, actionable insights and strategic deliverables, ensuring that your recommendations are informed by 

research and data. In this role you will routinely deliver personas, treatment journeys, adoption ladders, and other blueprints and guides that help clients make business decisions based on action-oriented, human insights 

· Leverage a range of strategic frameworks and planning tools to break down customer, communication, and channel strategies into actionable plans. Confidently create ecosystems, engagement journeys, user journeys, and comms plans to help brands create connected journeys for healthcare audiences 

· Where necessary, dig deeper into owned channel and content strategies to ensure brand experiences deliver value and utility to patients, carers and HCPs 

· Define the holistic omnichannel measurement strategies and KPIs and performance analytics for clients including test-and-learn/optimisation recommendations based on your strategy, expertise and past experience 

Client partnership & growth 

· Drive organic growth with clients by identifying new opportunities, and partnering with the broader CoLab team to develop them 

· Plan and lead client workshops 

· Support scoping tasks for strategic functions 

Communication & collaboration :

· Act as the strategic lead across multiple cross-functional projects (Commercial, Communications, Brand, MedEd), deliver omnichannel and/or digital strategies that support broader programme aims 

· Collaborate effectively and build ideas with the broader team, whether within your immediate country team or with teams outside of your country. 

· Partner with the other strategic disciplines, product/service design, media and data experts to shape new customer experience strategies across all platforms 

· Partner with Ops Lead and Client Management teams to plan projects, and show strong time awareness and time management skills 

About KOMOJU

KOMOJU (by Degica) is the leading cross-border payment gateway for Japan. We power payments for companies like the video game distribution platform Steam and the popular mobile app TikTok. Today, we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly APIs to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

International at our core

Our founder is Canadian, and about 50% of our employees are non-Japanese. In the engineering team, we use English as our common language, and many people are bilingual throughout the company. Being an international company, we know the importance of bilingualism. We offer all employees a choice between English and Japanese lessons. We hire international professionals who are not yet based in Japan.

Remote work and flextime available

At KOMOJU we embrace remote work, and you can work remotely from anywhere. We still have an office which you can use if you’d like to, but we don’t mandate you come to it.

You have the flexibility to set your work schedule, provided you work during the mandatory core hours, meet the total monthly work hours, and complete your job duties and responsibilities. When you’re working outside of Japan, we offer some additional flexibility but are still looking for some overlap with Japanese business hours.

Description

Are you passionate about helping customers succeed? Do you have a background in financial services, software,  or similar industries? We are seeking a seasoned Customer Success leader to build our Customer Success function in DEGICA. As a Manager of Customer Success team, you will play a crucial role in ensuring our customers achieve their goals and maximize their satisfaction with our products and services. This is an exciting opportunity to join a fast-paced and rapidly growing company, working directly with customers and influencing their success.

Responsibilities

As a Manager, Customer Success, you will play a leading role in planning and executing programs to ensure our customers achieve their goals and maximize their satisfaction with our products and services.

• Plan and execute customer success programs and initiatives to help achieve customers’ business objectives through the usage of our products and services
• Collect and analyze Voice of Customer (VoC) and proactively solve for both the customer’s and their own company’s success. Collaborate with internal departments to propose improvements and lead solutions
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs
• Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling
• Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data
• Monitor and analyze customer usage and engagement data to identify trends and patterns
• Enable KOMOJU payment gateway to customers (merchants) by reviewing their applications, removing their concerns, and addressing questions
• Spearheading the establishment and growth of a dedicated Customer Success team.

• Prior experience leading a customer success team in the financial services or software industry
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction
• Experience using customer success software or CRM tools is a plus

• Salary increase based on annual performance evaluation
• Profit sharing (paid twice a year)
• Hybrid system that allows both remote and office work
• Full social insurance (Kanto IT Software Health Insurance Association)
• Health checkups
• Sports club privileges
• Recreation facilities
• Language training (subsidized lesson fees of 10,000 to 20,000 yen/month)
• Self-study support (up to 100,000 yen per year)

• Support the customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Perform Korean language translation and proofreading where necessary.
• Respond and support Korean players issues via chat and email, including but not limited to password resets and more.
• Business hours: Shift based - 11:00-20:00/12:00-21:00 - work 40 hours a week.
• Support 365 days a year including weekends and holidays (shift work)
• Must be based anywhere in Japan.

• Business level Korean.
• Native reading and writing skills in Korean.
• Experience in translation and/or localization is appreciated.
• Passionate about the video game industry.
• Strong logical thinking.
• Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
• Able to deliver excellent customer service via email and chat.
• Able to understand games from a gamer’s perspective.
• Capable of analyzing and solving information accurately and swiftly within guidelines.
• Possesses a team player mentality.

• Collaborating with people creating innovative interactive entertainment.
• Dynamic and entrepreneurial culture.
• Video games focused environment.
• Contract Employee*Permanent employee promotion is available.
• Trial period: 3 months / No change in conditions.
• Up to 50,000 yen reimbursement or train pass.
  

Who we are

PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.

Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit www.ptw.com.

役割

このポジションは、お客様の物流現場で活用されている自動フォークリフトにまつわるデータ（稼働データや生産性データ等）を収集、分析しお客様に対してより良いサービスの使用方法などを継続的に提案し、サービスを継続的に使用して頂くことを目指します。アナリティクスチームやセールス、オペレーション、プロダクトチームとも連携し、受け身ではなく常に自発的に行動して、新たなプロセスをお客様に提案し合意形成を行い実行していくことが求められます。

業務内容

• 自動フォークリフトを用いたオペレーションがより良い生産性を実現する為の課題の特定
• 自動フォークリフトに関連する稼働率、生産性、使用者の負荷等のデータを各種ツールを用いて取得する（適宜、お客様の現場で働くスタッフ様とも連携）
• お客様に対してより良いオペレーション構築の為の継続的な提案と合意形成・実行
• データ分析のフレームづくりと実行・改善

求められる経験

• お客様のオペレーションの特徴を正しく認識し、課題の抽出や改善点を明確化出来ること
• お客様の話を的確にヒアリングし、状況や意図を踏まえたうえで、内外と調整を実施し、最終的に双方が納得可能な落としどころを結論付けられること
• お客様とより良い関係を構築し、合意した改善のためのオペレーション変更の実施を責任を持って完遂出来ること
• 物事を構造化して思考し、それを他者に伝えられること
• 柔軟に環境の変化に適応し、学び、成長する意欲
• 現状を正しく把握し、制約条件下で目的を達成するために創意工夫ができること
• ネイティブレベルの日本語でのコミュニケーション能力
• ビジネスレベルの英語でのコミュニケーション能力(読み、書き)

求められるスキル

• ロジスティクス分野での経験
• データ分析経験
• ICT及び/または　ロボティクスでの経験
• テクノロジー製品を扱うことに情熱を持っており、ペースの速い環境で業務を遂行してきた実績
• 工学分野においての学士号または海外の著名な学校からのMBA
• ビジネスレベルの英語でのコミュニケーション能力(会話)

About SmartNews

SmartNews is a global leader in redefining information and news discovery, committed to providing users with accurate, timely information and supporting quality journalism. We combine the power of our unique machine-learning technology with the expertise of our first-rate editorial team to bring news that matters to millions of users from our over 3,000 global publishing partners.

Founded in 2012 in Tokyo, Japan, SmartNews has offices in Tokyo, San Francisco, Palo Alto, New York, and Singapore.

The Team

Our team’s role is creating a safe, secure, and trustworthy environment for users and partners while balancing the need for freedom in expression of the content/ad, innovation and business growth. This role is critical in maintaining user confidence and mitigating risks and thereby supporting the overall growth and reputation of our platform.
We will build and support the healthy content/ad ecosystem and support the successful product launch and updates across many products.

The Role

In this role, you will mainly work to support users for the JP market as a customer support team by resolving their issues efficiently,  identify the issues on our app and deliver the user voices to the Product team and Engineering team to support them to improve the product for better user experience. These are crucial in ensuring user satisfaction and maintaining the overall reputation of our service.

In addition, you will also support the operation team such as content/ad quality with designing the operation process, data analysis and implementing it to contribute to the acceleration of our business. 

In addition, proactive collaboration with Sales, Product, and stakeholders are highly expected to lead the product success.

Responsibilities

• Respond to user inquiries by providing accurate and helpful information. Create and keep maintaining user support resources, such as FAQs and help articles, to streamline the support process.
• Promptly troubleshoot and resolve customer issues, escalating more complex cases to relevant departments when necessary.
• Provide feedback to the product and engineering teams based on customer insights to support to improve the product's functionality and user experience.

• Capture up-to-date knowledge of the company’s products and services to effectively support internal teams and external users.

Minimum requirements:

• Experience: 2-3 years of experience in customer support or Trust & Safety(especially ads), preferably within a technology or online platform company.
• Communication Skills: Strong written and verbal communication skills, with the ability to convey complex issues clearly to both technical and non-technical stakeholders or users and articulate solutions in professional Japanese.
• Analytical Skills: Strong ability to analyze complex data sets, identify patterns, and make data-driven decisions.
• Technical Proficiency: Basic technical knowledge or the ability to quickly learn and understand the company’s products and services. Ability to to solve the issue or build the operation process with using technology for scalability.
• Cross functional collaboration skills: Collaborate across the divisions and contribute to the multiple project success.
• Japanese: Native, English: Business

Nice to have experiences/skill sets

• Operation/moderation process planning and management skill: 
• Build the operation/moderation process from scratch and manage it for the better quality of operation output. Clarify the business requirement and prioritize them to ask engineering team to develop the operation/moderation tools based on the overall strategy and operator's needs. 
• CRM Proficiency: Experience with customer relationship management (CRM) software, such as Zendesk.
• Flexibility and adaptability: To achieve the company goal in the fast-paced environment, flexibly adapt oneself to it and proactively play the roles are keys to success.
• Customer-Centric Mindset: A strong commitment to providing a positive customer experience, with an empathetic approach to understanding and addressing customer needs.

Working Condition

• Office Location: Tokyo

Click here for more details

• Annual health check covered by the company
• Visa sponsorship and overseas relocation support available for eligible candidates

Click here for more details

You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

The role of the Customer Success Advocate is to act as an advocate for our customers. Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

• Lead your team to improve technical health, deployment and adoption activities for their portfolio
• Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed
• Manage the portfolio of accounts, hitting goals and driving overall customer success
• Partner with and assign out activities to other team members to achieve outcomes and address customer needs
• Develop new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Reduce number of escalated customers
• Improve best practice development and guide junior team members

What you get to do in this role:

The role of the Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

Your Career

As a Customer Success Manager, you are a critical part of our customers’ adoption of security integrations. You act as their day-to-day contact, establishing relationships with them to ensure best practices for their secure environments. You'll guide for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You have in-depth knowledge of indicators of success, leveraging data, and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability.

Your Impact

• Lead client's onboarding experience, adoption, and expansion across a range of relationships
• Develop a strong partnership with customer shareholders, channel partners, and executive sponsors to drive product adoption
• Be a customer advocate in influencing product roadmap and improvements
• Coach customers on how to establish and implement their Cloud Security change management, governance, the center of excellence programs
• Identify and escalate risks to the customer and support team to achieve client success
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
• Address and associate business benefits to align with emerging and evolving needs
• Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
• Build relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
• Monitor key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
• Leverage key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above

What you get to do in this role:

The role of the Senior Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• You will oversee the engagement and outcomes for customers in your portfolio
• Assign out activities to other team members to achieve outcomes
• Ensure customers are technically healthy and on the most recent version of our product
• Guide development of new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Identify and own new projects
• Reduce number of escalated customers
• Guide best practice development and mentor/guide junior team members
• Help with recruiting