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Customer Success Representative

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Media and Advertising,
Computing, IT and Digital

We are seeking a motivated, dedicated individual to work with new and existing customers in Japan. The customer success role focusses on the implementation of our system within institutions, ensuring successful adoption and forming a successful long term partnership between the client and us. In more detail the successful candidate will:Serve as the primary point of contact for customers’ before/after implementation, and assume overall customer adoption responsibility and escalation management.Efficiently handle customer inquiries related to technical issues and communicate with US/UK/Taiwan offices to manage the tickets.Conduct periodical meeting/education program with customers and develop a trusted advisor relationship with key stakeholders.Identify and communicate customer pain points to the Sales teamMaintain and update records with conversation notes and proactive activities. +3 years working experience within a customer facing environment, providing support to users. Knowledge of Learning Management System or other relevant academic products is a plus.A passion for customers and problem solving with positive customer-centric attitude.Comfort with CRM, and various sales and prospecting tools.Regular, proactive, and consistent communication, both internally and externallyProven ability to identify and resolve unique problems, and navigate between details and strategic solutions.Ability to embrace the importance of teamwork and operate comfortably in a fast-moving environment.Excellent phone and written communication skills (including listening, interpreting, writing), as well as organizational and time management skills.

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