USCIS

Customer Success Manager

USCIS

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Japan

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Tech Stack

Tableau

About the role

  • Achieve retention and expansion goals measured quarterly while providing excellent support to clients
  • Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
  • Onboard new clients, identify client goals, and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each client
  • Proactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycle
  • Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction, and to provide continual product education
  • Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
  • Engage regularly with Account Managers to strategize on account retention and growth opportunities
  • Use Catalyst and Tableau to effectively manage client relationships through call logging, usage data monitoring, and task management
  • Work continuously to document the details of each client interaction in Catalyst to improve customer information and drive retention
  • Drive engagement with clients through personally crafted emails and/or marketing provided materials via Highspot
  • Comprehend and demonstrate why and how each of our client types engages with our product and our data
  • Support the vision and values of the company through role modeling and encouraging desired behaviors
  • Participate in various company initiatives and projects as requested

Requirements

  • Bachelor’s degree preferred
  • 2+ years of customer success management or account management experience
  • Fluency in Japanese and English
  • Excellent verbal and written communication skills with a keen eye for detail
  • Enjoys relationship building and comfortable engaging with a diverse array of clients to learn their business needs and provide value
  • Exemplary presentation skills
  • An appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data
  • Curious, able, and interested to learn about client needs
  • Organized with terrific prioritization skills
  • Self-motivated, persistent, and goal-oriented attitude and can work effectively as part of a team
  • Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily.
Benefits
  • A range of other benefits are also available to enhance flexibility as needs change.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementdata analysispresentation skillsclient onboardingclient trainingclient relationship managementgoal settingproduct educationusage data monitoring
Soft Skills
verbal communicationwritten communicationrelationship buildingorganizational skillsprioritization skillsself-motivationpersistencegoal-orientedcuriosityteam collaboration