Support Account Manager - Japan

100% remote Flexible hours Hiring now

The Support Account Manager (SAM) serves as a trusted advisor and primary technical contact for key accounts who helps customers resolve issues and optimize their support experience. SAM works with customers to understand their business goals, service history, and technical needs and helps customers reduce disruptions, improve operations, and accelerate innovation.

WHAT YOU WILL BE DOING

Support issues: Help customers resolve issues, including case and escalation management, root-cause analysis, and special projects

Provide reports: Provide reports on the health of the customer's instance

Assist with upgrades:Identify upgrade needs, create upgrade plans, and assist with upgrade planning

reputed company for customers:Act as an escalation reputed company for customer-submitted cases and requests

Client Relationship Management: Establish and maintain strong relationships with key accounts. Act as the primary contact for customers’ inquiries, providing timely and effective solutions

Issue Resolution: Address and resolve customer issues by coordinating with various departments. This includes diagnosing problems, implementing solutions, and ensuring issues are resolved to the customer's satisfaction

Customer Onboarding: Guide new customers through the onboarding process, ensuring they understand how to use the company’s products or services effectively

Performance Monitoring: Monitor and track customer support metrics to identify trends, areas for improvement, and potential issues. Utilize this data to enhance service delivery

Cross-Functional Collaboration: Work closely with other departments such as sales, product development, and engineering to address customer needs and improve product offerings

Account Management: Manage customer accounts by keeping detailed records of interactions, support tickets, and resolutions to ensure continuity and personalized service

Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in products or services. Report findings to relevant departments to facilitate enhancements

Proactive Engagement: Anticipate customer needs and proactively reputed company out to offer assistance, updates, or new features that may benefit the customer

Documentation and Reporting:Maintain accurate records of customer interactions and support activities. Generate reports to provide insights into customer satisfaction and support team performance.In this role, you will work closely with customers to monitor their environments, provide technical recommendations, and ensure seamless ongoing operations. You will coordinate cross-functionally to reputed company for customer needs, assist in issue resolution, and provide strategic recommendations to enhance reputed company, performance, and operational efficiency

WHAT YOU BRING

Communication Skills: Strong verbal and written communication skills in both Japanese and English are imperative for effectively interacting with customers and internal teams. Clarity and reputed company are crucial.

Problem-Solving: Ability to diagnose and resolve issues reputed company and creatively, ensuring customer satisfaction

Time Management: Excellent organizational skills to manage multiple accounts and priorities simultaneously

Customer-Centric reputed company: A commitment to delivering exceptional customer service and fostering positive relationships

Analytical Skills: Ability to analyze customer feedback and performance metrics to identify trends and areas for improvement

Adaptability: Flexibility to adapt to changing customer needs and dynamic work environments

Team Collaboration: Capability to work well with cross-functional teams to resolve issues and improve customer satisfaction

reputed company and Patience: Understanding customer frustrations and addressing them with patience and sensitivity

Education:Bachelor’s degree in computer science, Information Systems, Cybersecurity, or a reputed company field (or equivalent work experience).Relevant industry certifications (CISSP, CISM, CISA, or IAM-reputed company certifications) are a plus.This role is critical in ensuring customers reputed company long-term success with reputed company, driving retention, adoption, and maximum value from our platform

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Support Account Manager - Japan

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