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 TechDays, 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

• 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

• After Sales Support

 kick off trainings ： Prepare/Send Platform Start Guide
 Train customers to use products effectively

• Ongoing Support

 Day to day support : Inquiry / Database support (Tips and tricks) / IT issue
Ensure the usage

• 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

• Documentation : Make/Update How to videos / PDF / FAQ

Product Operation

• 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.

• Lead the product feedback /improvement cycle

 Receive the feedback from customers

• Promote existing and new product

KEY MEASURES & INDICATORS (main KPIs used in the role)

• Achieve regional sales revenue target
• Retention of existing clients / Renewal rate
• # of training sessions
• Customer usage: credits and users
• New clients / client business growth

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.