Customer Onboarding PM and Success, Workvivo (Tokyo Based)

What you can expect​

As a Customer Success Manager in Workvivo, you will take on a dual role that focuses on both implementation & customer success. Your purpose is to partner with diverse organizations in Japan and worldwide to enhance their internal communication and employee engagement. Pre launch, the primary goal is to guide Customers throughout the Onboarding Journey - collaborating on tasks like goal setting, platform setup, product training & change management. Post Launch, your role will be to ensure positive ongoing partnership with the Customer through relationship-building and driving business adoption of the Workvivo product. This is Tokyo Based role.

Join our mission to create happier, more connected workplaces. 

About the Team 

Workvivo’s Customer Experience (CX) team is a group of world class onboarding & customer success experts that partner with our Workvivo Customers. We guide them through our tried & tested onboarding methodology -  upskilling customers on the Workvivo platform, sharing best practice, supporting them through change management & ultimately making sure their Workvivo launch is a huge success. We are also responsible for ongoing relationship-building and driving business adoption of the Workvivo product throughout the post-launch customer journey.

What we’re looking for (Requirements)

• 5+ years experience in a similar or customer-facing role (Previous experience of software project implementation would be beneficial)

• Be able to speak fluent English & Japanese 

• Experience using software project implementation techniques and approaches to manage the Customer full end to end Onboarding & Post Launch Journey

• Experience proactively managing a portfolio customer projects within scope and schedule

• Experience delivering high customer satisfaction with every interaction

• Experience delivering training workshops, executive business reviews and presentations in person and by video conferencing

• Experience in continuous improvement through process improvement, optimization etc  

• Be customer obsessed, passionate about the future of work and driving positive impact for your customers

職務内容

Workvivoのカスタマーサクセスマネージャーとして、導入とカスタマーサクセスの両方にフォーカスした2つの役割を担っていただきます。このポジションの役割は、日本および世界中の様々な組織と提携し、社内コミュニケーションと従業員エンゲージメントを強化することです。ローンチ前の主な目標は、目標設定、プラットフォームのセットアップ、製品トレーニング、変更管理などのタスクに協力し、オンボーディング・ジャーニーを通してお客様を導くことです。ローンチ後の役割は、関係構築を通じてお客様との良好なパートナーシップを継続し、Workvivo製品のビジネス採用を推進することです。また、今回は東京勤務ができる方を探しています。

より幸せで、よりつながりのある職場環境を創造する私たちのチームに参加をお待ちしています。

チームについて 

Workvivoのカスタマーエクスペリエンス（CX）チームは、Workvivoのお客様のパートナーとなる、世界クラスのオンボーディング＆カスタマーサクセスの専門家グループです。Workvivoのプラットフォームに関するスキルの向上、ベストプラクティスの共有、変更管理を通じてお客様をサポートし、最終的にWorkvivoの立ち上げが大成功するようにするなど、試行錯誤を重ねたオンボーディング手法を通じてお客様を導きます。また、立ち上げ後のカスタマージャーニーを通じて、継続的な関係構築とWorkvivo製品のビジネス採用の推進を担当します。

求めるスキル/ご経験

• 5年以上の類似業務または顧客対応業務の経験（ソフトウェアプロジェクトの導入経験があれば尚可）

• 流暢な英語と日本語が話せること 

• ソフトウェアプロジェクトの実装技術とアプローチを用いて、顧客のオンボーディングとローンチ後のジャーニーをエンドツーエンドで管理した経験

• 顧客プロジェクトをスコープとスケジュール内で積極的に管理した経験

• 顧客満足度の高いサービスを提供した経験

• トレーニングワークショップ、エグゼクティブビジネスレビュー、プレゼンテーションを対面またはビデオ会議で実施した経験

• プロセス改善、最適化などによる継続的改善の経験  

• 顧客に執着し、仕事の未来に情熱を持ち、顧客にポジティブな影響を与えることができる方

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.