Customer Success Manager – APAC/Japan

Industry:

Company: Anteriad

Come Join Our Team At Anteriad and innovate the way B2B marketers make data-driven business decisions.

We are looking for a fluent Japanese speaker to play a key role on Anteriad’s International Customer Success team. This individual will be tasked with problem solving for internal and external customers on Anteriad’s line of products and provide top quality post-sale support on customer inquiries for content syndication, display advertising, and data services. The position holder will need to quickly become an expert on the full operational process from initial quote to campaign completion and wrap-up generation on all products sold in their team. The processes should be understood at an expert level at which the CSM can problem solve for internal and external stakeholders consistently. As this position sits as the bridge between sales, operations, and customers, this person will have excellent written and verbal communication skills which they will use regularly. The team member will work closely with Anteriad customers, Customer Success Managers, Sales Directors, and the Operations team.

Responsibilities:

The CSM – APAC/Japan will be involved in all aspects of the internal/client support function for Anteriad. Specifically, this person will manage the following:
• Internal and external client-facing resource available for Q and A on all details related to accounts. The ideal candidate will become the primary resource in this area for our customers, Sales Directors, and Operations team.
• Candidate will be responsible for working in tandem with our India, APAC and US Operations teams in order to ensure Anteriad can offer true customer support and customer insights.
• Candidate will be responsible for identifying and escalating situations requiring urgent attention. Situations requiring escalation could arise from both customer and internal inquiries at any stage of apotential, active, or completed campaign.
• Candidate will become expert in utilizing and understanding Salesforce, CPQ, OB, Qlik, and AMC
• Candidate will be responsible for all products sold within their team for both non enterprise and enterprise customers
• Candidate is expected to understand customer motivations and use that understanding to improve their service campaign over campaign and quarter over quarter.
• Candidate will assist the Customer Success Managers, Sales Directors, Marketing, Operations, and the Anteriad Management teams in any support and projects as needed.
• Candidate will help complete RFPs and provide market sizing opportunities.
• Candidate will utilize SFDC cases to track campaign status and offer pre-sales support activities

Skills & Requirements:

We seek a seasoned professional with 2 plus years of related experience in providing support, preferably in a demand generation and/or direct database marketing environment. Experience with database products and services are essential. The successful candidate must be an exceptional communicator with a strong team orientation and a skill for marketing integrated online and offline data-driven solutions to help drive market share and profitability. S/he must be a fluent Japanese speaker.

The following are personal qualities that will characterize the successful applicant:
• Independence: Must have the ability to work on his/her own without constant direction or supervision.
• Self-Starter: S/he must be self-motivated and possess a strong work ethic to continually strive to put forth extra effort.
• Motivated: Not satisfied with operating at the status quo, will continuously seek ways to improve their internal and external contributions to the team.
• Must have strong oral and written communication and be able to articulate in a courteous manner.
• Adaptability: Must be able to learn quickly and adapt to changing landscapes.
• Must have strong problem analysis and problem-solving competencies.
• Must be able to interact well with team members.
• Ability to learn and operate SaaS platforms such as Salesforce, Qlik, Anteriad Marketing Cloud.

Our Values:

• Lead & Learn We lead with unrivaled vision, innovation and execution, always learning and embracing new ways of doing things to stay out in front
• Collaborate & Celebrate We build great things when we work together as one Anteriad team, celebrating our achievements – both great and small – along the way
• Innovate & Inspire We are always looking for bold new ways to exceed the expectations of our customers and to inspire each other to even greater success
• Do More & Do Good We go above and beyond in the service of our clients and colleagues, and the communities where we live