Customer Success Manager (Japan)

Job Description:
We are seeking a Customer Support Manager based in our Tokyo, Japan office. The successful candidate will work as an individual contributor as a part of a virtual “call center” supporting our client's customers, clients and global trainer network. The Customer Support Manager is the main point of contact with end-users throughout their training experience to ensure a high-quality and positive training experience.


Customer Facing Conduct introductions to Virtual Classroom with customers, potential buyers Provide technical support on platform (connection to classroom, usability of Member Area and other tools) Address customer escalations aligned to SLAs (Service Level Agreements) via phone and virtually Manage workload of tasks using ticketing system in a timely manner and in accordance with client SLAs Engage in internal meetings and participate in global support training as needed Answer inbound calls / emails and follow up with customers to address service needs Manage the customer onboarding process from Sample Lesson to course organization Handle quality assurance issues and ensure that learner needs are met Support sales activities in educating client contacts about the platform via demonstrations Manage team calendar of customer calls and appointments Trainer Facing Provide real time support for trainers to address platform and administrative questions regarding their courses/learners Provide technical support to trainers Interact as a point of contact with trainers to field complaints internally for resolution Provide trainers or partners with administrative training as needed Create course plans for customers to prepare trainers for their course Adjust trainer schedules and availability as requested Internal/Administrative Review service performance indicators periodically and support team with suggestions for continuous service improvement Support recruitment with identification of trainer availability gaps Participate in global and regional meetings and provide input on strategies for improvement of customer service
Minimum Qualifications:
Bachelors degree Native Japanese and CEFR B2 level in English Other language learning experience a plus (eg. Mandarin) 1-2 years of experience with customer service in a B2B environment Experience in the language learning sector, internet technologies, online learning / e-Learning or corporate education markets is preferred Ability to work effectively across cultures and in a virtual environment Ability to prioritize, multi-task, and perform effectively under pressure Team player and good communication skills Highly motivated and independent Proficiency in Microsoft applications (Word, Excel, PowerPoint, and Outlook), and Salesforce.com