Job Description

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Customer Support Manager

Salary

¥ 8,000,000 - 12,000,000

Primary Skills

Presales,Customer Support,Customer Service Oriented,Customer Service,Contract Management,Contracts,IFS,Maintenance

Description

Job Description

We seek a Customer Support Manager (CSM) to work as an individual contributor directly with our customers to help them achieve successful outcomes for their business. The CSM is a member of the Market Unit Global Customer Service (GCS) team and will partner closely with the Market Unit Sales team, account teams and the global CSM team of IFS, while building impactful relationships with our customers.

CSM's are specialized in maintenance and support presales and delivery activities. They have an important role in the entire customer lifecycle of customers to create a positive "moment of service" at every customer touch point as far as our maintenance and support service portfolio is concerned.

Duties And Responsibilities Include, but are not limited to:

  • Responsibility for the maintenance and support service portfolio in the Japan market of IF
  • Ensure proper capturing of our maintenance & support contracts in our contract management system
  • Closely partner with our Finance function to ensure timely and accurate revenue collection
  • Support and execute sales campaigns around our offering
  • Introduce and onboard new customers on IFS maintenance and support service
  • Oversee maintenance and support delivery processes and manage the case escalation process for Japanese customer
  • Serve as a single-point-of-contact for our most exclusive Platinum customer segment and conduct quarterly service review meetings with them

Requirements

Skills, Knowledge & Behaviors Required:
The ideal candidate has a deep ERP (preferably IFS) solution knowledge, a well-rounded knowledge of the IT software business, and operational expertise in industrialized IT delivery processes with an onshore/offshore resource mix

Expert knowledge of software maintenance and support delivery processes

Track record of developing and maintaining strong customer relationships and a natural motivation to be recognized as a customer service focused professional

Be customer orientated and focus on quality, as well as having skills to interact and work with customer personnel on both the business and the IT side

Fluent Japanese and business English

Additional Information

Education and/or Experience:
University education or relevant professional hands on expertise
Working knowledge of relevant/similar ERP solutions
Ability to demonstrate delivery and support of ERP solutions