Customer Success Manager

Activity

• Seek together with key account managers new sales opportunities with new and existing customers in Japan for market development
• Deep and comprehensive preparation and presentation of product and service proposals to clients and coordinating with internal resources to achieve sales growth
• Prepare, analyse and evaluate SOWs of clients from technical perspective and align with clients
• Conducting training / onboarding & technical communication to customer to increase customer satisfaction.
• Build long term relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Support throughout post sales cycle
• Analyze customer data to measure customer health and proactively define corrective action plan when needed
• Manage account escalations and find the right action plan to avoid any major customer issue(s)
• Drive customer outcomes, product adoption and customer experience to secure renewals
• Managing events with clients for product and service promotion, such as Tech. Days, workshops, Webinars etc.
• Customer visit and supporting sales to do technical clarification, technical engagement and support to customer.
• Work as a contact window between sales, product / program team and operations team to secure smooth implementation of sales projects and services Activities are further detailed and organized below : Sales support

1. Pre Sales Support  Create technical curiosity in line with participants profiles and needs (Sales/Engineer/Purschasing/Development Planning etc.)  Perform Technical presentation and platform DEMO  Prepare User Start Guide -> Train customers to use products effectively during Test Access period
2. After Sales Support  kick off trainings ： Prepare/Send Platform Start Guide  Train customers to use products effectively
3. Ongoing Support  Day to day support : Inquiry / Database support (Tips and tricks) / IT issue Ensure the usage
4. Monitor and promote the usage  Check the usage through credit consumption  Exhibition  Platform Demo  Technical Presentation (Create curiousity/provide solution with A2MAC1 services)  Workshop : Account plan integration  Webinar/Seminars
5. Documentation : Make/Update How to videos / PDF / FAQ Product Operation
6. Learn the key product detail  Be a regional liason for the focus products  Learn the product roadmap and collect customer input, requirements, and feedback on needs in terms of product and program enhancement etc.
7. Lead the product feedback /improvement cycle  Receive the feedback from customers
8. Promote existing and new product KEY MEASURES & INDICATORS (main KPIs used in the role)
9. Achieve regional sales revenue target
10. Retention of existing clients / Renewal rate 3. # of training sessions
11. Customer usage: credits and users
12. New clients / client business growth Requirements PROFILE REQUIRED Professional Background

• Bachelor degree in Automobile Industry, Electrical or Mechanical Engineering, or equivalent education
• 3-5 years minimum experiences in technical field (product engineering, technical sales, customer success or similar field) in Automobile industry
• OEM experience is a Plus
• Understanding and knowledge of the technologies related with Automobile Products.
• Demonstrated excellence in analytical thinking, process development and improvement, problem solving and planning
• Willing and able to address escalated client issues with speed and urgency
• Cooperative and team-oriented personality with high motivation
• Experience or strong technical understanding in vehicle aerodynamics, CFD simulation, digital engineering, energy management strategies or related automotive technologies is a strong plus.
• Fluent in English&Japanese Skills & Abilities
• Experience in Automotive Engineering
• Target-orientated, self-motivated
• Exceptional interpersonal and communication skills
• Accept business trip (Domestic mainly / overseas some times)
• Demonstrated ability to lead technical pre-sales activities for advanced engineering solutions, including customer discovery, technical presentations, demonstrations, and value-based discussions with OEM engineering teams.