WillHire

Senior Customer Success Manager

WillHire

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Japan

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Job Level

Senior

About the role

  • Handling overall responsibility for coordinating the customer relationship.
  • Acting as a liaison between product management and the customer.
  • Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Prioritizing and driving resolution on raised customer concerns.
  • Promoting opportunities for two-way communication.
  • Supervising and facilitating the customer's adoption of our solution features and functionality.

Requirements

  • 5+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management.
  • 1+ years project management experience with Workday HCM, Payroll, or Financials.
  • Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
  • Experience with State & Local Government customer base and projects.
  • Customer management experience in a complex software or SaaS environment.
  • Proven track record to collaborate and build strong relationships with customers especially at the executive level.
  • Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
  • Excellent organization, time management, data analysis, and communication skills.
  • Bachelor degree or equivalent work experience; Business or Technical degree preferred.
  • Ability to travel up to 30%.
Benefits
  • Flex Work allows for a combination of in-person and remote work.
  • 401(k) matching.
  • Professional development opportunities.
  • Paid time off.
Applicant Tracking System Keywords

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

Hard Skills & Tools
project managementWorkday HCMWorkday PayrollWorkday Financialsdata analysis
Soft Skills
customer relationship managementissue resolutionescalation managementcommunicationorganizationtime managementcollaborationrelationship building