Responsibilities
- Lead enterprise customer success initiatives in the APAC region, acting as the main liaison for key enterprise clients headquartered in the area.
- Deliver effective onboarding and training, then implement tailored engagement plans tied to each customer’s strategic goals.
- Uncover expansion opportunities and collaborate with sales teams to turn customer insights into growth actions.
- Ensure customer retention by measuring delivered value, tracking account health, and proactively addressing risks.
- Gather and analyze customer insights by studying market-specific behaviors, objectives, and challenges across APAC.
- Develop strong relationships with stakeholders at all levels, from technical teams to executive leadership.
- Collaborate with Product, Engineering, Localization, Sales, and Marketing to advance customer-focused projects and influence product decisions.
- Serve as the final internal support tier, directly assisting enterprise customers via tickets, Slack, and calls to resolve advanced technical and product issues.
- Take full ownership of troubleshooting: replicate problems, identify root causes, work with engineers, and deliver clear explanations in both Japanese and English.
- Proactively identify potential issues, coordinate fast resolutions, and act as the regional escalation hub for critical problems.
- Use AI-powered tools and automation to enhance support efficiency, replacing routine tasks with intelligent, self-serve experiences that remain personalized.
- Translate and maintain at least 15 knowledge base articles at launch, ensuring alignment with localized product interface terminology.
Work Arrangement
Hybrid — APAC, Japan
Other
- Must be fluent in English and Japanese, with strong technical writing skills in Japanese.
- Proficiency in Korean or Mandarin Chinese at a business level is a plus.
- Combines responsibilities in both Customer Success and Enterprise Support for enterprise clients based in Japan.
- Focuses on onboarding, driving product adoption, ensuring retention, and enabling growth for enterprise accounts.
- Acts as the top-tier technical escalation contact for enterprise support across the APAC region.
- Must function independently as the local representative supporting a US-based team.
- Expected to deliver presentations and communicate effectively with C-level executives.
- Requires foundational knowledge of AI concepts and experience using large language models through prompting.
- Responsible for localizing over 15 knowledge base articles at launch, maintaining consistency with product UI translations.