Customer Success Manager, Japanese Speaker
Expereo
full-time
Posted on:
Location: 🇸🇬 Singapore
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as a secondary point of contact for assigned customer accounts, supporting the Account Manager in ensuring customer satisfaction.
- Assist in developing and maintaining account plans, tracking customer activity, and identifying opportunities for improvement.
- Coordinate with internal teams (Sales, Service Delivery, Support, Billing) to ensure smooth execution of customer requests.
- Monitor service delivery milestones and provide proactive status updates to customers.
- Support renewal activities, including preparing quotes and following up with customers.
- Assist with cross-sell and upsell opportunities by identifying customer needs and passing leads to Account Managers.
- Prepare reports and presentations for customer meetings, including service performance summaries.
- Gather and escalate customer feedback to improve services and processes.
- Track account activity in CRM systems (Salesforce or similar), ensuring data accuracy and timeliness.
- Understand the customer horizon and pro-actively help shape their plans to become their go-to partner.
- Ensure there is a practical and clear account plan in place for each customer, kept updated and representing a real-time picture of the customer’s landscape.
- Responsible for the retention and growth of assigned customer account(s) via Cross/Up Sell and managing In-Life Moves, Additional and Change orders.
- Launch, lead and take internal and external ownership of service improvement/corrective action plans to improve Net Promoter Score and Customer Satisfaction.
Requirements
- Diploma or degree level education preferred, or equivalent experience.
- 2–4 years of experience in customer support, account coordination, or junior account management (telecom/IT industry experience is a plus).
- Japanese language proficiency – JLPT N1 or native-level equivalent.
- At least 3 years of professional experience using Business Japanese is preferred.
- Strong interpersonal and communication skills, with confidence in engaging directly with customers.
- Excellent attention to detail, with strong organizational and multitasking abilities.
- Demonstrated ability to manage multiple priorities and follow through on tasks.
- Proficient in MS Office (Excel, PowerPoint, Outlook); Salesforce or similar CRM experience preferred.
- Commercial awareness with interest in developing account management skills.
- Proactive, reliable, and collaborative, with strong problem-solving abilities.