Senior Customer Success Manager (Global Trade and Tax)
Core
Manage enterprise client relationships, drive retention, price yield, and growth of the Book of Business for Global Trade and Tax software solutions within Japan.
Role type
Senior Customer Success Manager (Enterprise Software)
Builds
Enterprise software solutions for Global Trade and Tax
Domain
Legal, Tax, Accounting, Compliance, Government
Required skills
Account management, Client management, Customer success, Upsell/cross-sell strategy, Usage analytics interpretation, Contract negotiation, Onboarding management, CX program execution, NPS improvement, Salesforce.com proficiency
Preferred skills
Trade/logistics or tax solutions experience, Event planning, Webinar execution
Responsibilities
Deeply engage with client organizations to expand relationships and drive contract renewals; Identify and create upsell and cross-sell opportunities; Provide sales team with insights on customer status and trends from usage analytics; Negotiate price increases with clients at renewal; Support customers to successfully onboard to products after Go-Live; Execute CX programmes including onboarding, user training, and consulting; Develop and execute plans to drive adoption and customer retention; Plan events and webinars for existing clients; Prepare renewal-related documents including quotes and order forms.
Seniority
Senior, hands-on IC