Customer Experience Manager – Japan
Core
Own the end-to-end customer experience for OPSWAT customers in the Japanese market, managing local support teams and acting as a trusted technical advisor throughout the customer lifecycle.
Role type
Senior Customer Experience Manager (Cybersecurity)
Builds
End-to-end customer experience and support for OPSWAT's critical infrastructure cybersecurity platform
Domain
Cybersecurity / IT Infrastructure
Required skills
Enterprise IT and cybersecurity knowledge, Technical support and escalation management, Team leadership and coaching, Stakeholder management, Problem-solving and root-cause analysis, Hands-on technical troubleshooting
Preferred skills
Experience with Professional Services delivery, Matrix organization navigation, Customer advocacy and reference development
Technologies
OPSWAT Platform, Enterprise IT environments
Responsibilities
Lead and manage the local customer support team in Japan, Own critical and high-priority customer escalations, Drive customer onboarding, deployment, and platform adoption, Partner with Sales and Account Management on strategic account priorities, Coordinate technical support and Professional Services activities, Remain actively involved in troubleshooting complex customer issues
Seniority
Senior, hands-on IC with team leadership