Client Success Manager - Japan

About the role

Veson Nautical is looking for a Client Success Manager based in Tokyo, Japan. You will be the primary client success contact after go-live of its enterprise software for maritime commercial operations, guiding clients through the Adoption phase so they are ready for Expansion and Renewal discussions with Account Management. The role is hybrid (#LI-Hybrid).

Key responsibilities

• Manage client stakeholders to help them realize, validate and optimize the value of Veson products and services.
• Proactively address customer concerns and meet or exceed their needs.
• Resolve, trace and escalate critical issues to reduce client health risks.
• Work with clients through Adoption, Expansion and Renewal phases.
• Act as subject matter expert post-implementation, turning long-term initiatives into projects and establishing quick wins.
• Collaborate with Account Management, Technical Solutions, Product and Professional Services teams.
• Gather business requirements, set quick wins and prepare larger engagements for handoff to Professional Services and Account Management.

Required profile

• 3-5 years of experience in an enterprise software environment (Client Success, Professional Services or Support).
• Business-level Japanese (JLPT N1) and English.
• B.A. or B.S., preferably in engineering, IT, economics, finance or business.
• Willingness to travel 20-30% nationally and internationally.
• Knowledge of the maritime industry and comfort working with clients from different languages and cultures.

Required skills

• Subject matter expertise on the commercial maritime industry and Veson's software.
• Planning, organizing, analytical thinking and attention to detail.
• Excellent consulting, presentation, coaching and facilitation skills.
• Preferred: Gainsight CS and PX, SaaS and web API familiarity, Windows Server, MS Office and SQL Server.