カスタマーサクセスマネージャーとしてお客様の成功と満足を確実にし、SS&C Blue Prismのロイヤルティを築く責任あるポジションです。
営業、パートナー、サポート、サービス、製品管理部門と協力し、顧客に最適なサービスを提供。お客様の自動化プロセスをサポートし、関係構築、進捗管理、顧客の成功事例の共有など多岐にわたります。また、製品のアップセルの提案や、継続的な製品活用をサポートします。
【Duties & Responsibilities】
You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organisation, Partners, Support team, Professional Services and Product Management to ensure that SS&C Blue Prism is delivering overall superior service and support to our customers. Additional responsibilities include but are not limited to the following:
• Native level Japanese is required, and Business level English strongly preferred.
• Timely provide industry success cases that help customers solve their pains and problems so to customers able to drive and accelerate their automation journey.
• Timely communicate with customers to identify their expectations, pains and issues on their automation journey.
•Develop programmatic and productive process to approach and deliver expected support to large scale enterprise customers.
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment;
•Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their SS&C Blue Prism Digital Workforce to be realized.
•Utilise your experience of deploying RPA at scale to identify where improvements can be made to the customer's capability and ROM.
• Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilise the optimal resource for each improvement activity.
• Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners' usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them.
• Co-ordinate the introductions and, where appropriate, the mobilisation of teams/resources required to support additional use of the SS&C Blue Prism product and the complementary technologies.
• Track all milestones related to Customer Success activities such that the overall progress of each priority customer's Intelligent Automation program can be closely monitored.
• Measure each customer's progress against industry standard benchmarks and report on progress to the Customer and the SS&C Blue Prism executive • Share customer success reports and customer use cases with the Executive sponsors and SS&C Blue Prism's Customer Experience team
• Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
• Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.
■休日：完全週休二日制, 土, 日, 祝日, GW, 年末年始
