Japanese Bilingual Customer Success Manager | Cyber Security Program | Taguig

Do you want to be a part of one of the largest, independent process transformation companies in the world? Apply now as a Customer Success Manager here in Sutherland.

Sutherland serves marquee clients in major industry verticals. With our head office located in Rochester, New York, USA, Sutherland spans 60 locations across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

If you are a Customer Success Manager looking for a global career, do not miss this opportunity!

• Encourage customers to utilize new features that will help them drive their business forward
• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle
• Develop plans that ensure that customers are successfully adopting our platform that align to their business needs
• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments
• Develop customer relationships, by building trust and ensuring the customer’s needs are met
• Align customers with the enablement resources to drive adoption

• At least 1 year direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)
• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
• Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management
• Excellent verbal and written communication skills in Japanese/Nihongo (Preferably N2/N1/Native speaker)
• Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program
• Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set
• Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences

WHAT WE OFFER:

• Competitive compensation package
• Paid training
• Great HMO Benefits
• Life insurance
• Paid time-off
• Sick leave conversion
• Enrich program (Educational support for employees)
• Annual performance-based merit increase
• Employee recognition
• Professional development
• Employee Referral Program
• All mandatory statutory benefits
• Equal employment opportunity
• Career advancement opportunities

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