Customer Success Manager - Japan

Customer Facing

·         Conduct introductions to Virtual Classroom with customers, potential buyers

·         Provide technical support on platform (connection to classroom, usability of Member Area and other Learnship tools)

·         Address customer escalations aligned to SLAs (Service Level Agreements) via phone and virtually

·         Manage workload of tasks using ticketing system in a timely manner and in accordance with client SLAs

·         Engage in internal meetings and participate in global support training as needed

·         Answer inbound calls / emails and follow up with customers to address service needs

·         Manage the customer onboarding process from Sample Lesson to course organization

·         Handle quality assurance issues and ensure that learner needs are met

·         Support sales activities in educating client contacts about Learnship platform via demonstrations

·         Manage team calendar of customer calls and appointments

Trainer Facing

·         Provide real time support for trainers to address platform and administrative questions regarding their courses/learners

·         Provide technical support to trainers

·         Interact as a point of contact with trainers to field complaints internally for resolution

·         Provide trainers or partners with administrative training as needed

·         Create course plans for customers to prepare trainers for their course

·         Adjust trainer schedules and availability as requested

Internal/Administrative

·         Review service performance indicators periodically and support team with suggestions for continuous service improvement

·         Support recruitment with identification of trainer availability gaps

·         Participate in global and regional meetings and provide input on strategies for improvement of customer service in Learnship

Position requirements:

·         Bachelors degree

·         Native Japanese and CEFR B2 level in English

·         Other language learning experience a plus (eg. Mandarin)

·         1-2 years of experience with customer service in a B2B environment

·         Experience in the language learning sector, internet technologies, online learning / e-Learning or corporate education markets is preferred

·         Ability to work effectively across cultures and in a virtual environment

·         Ability to prioritize, multi-task, and perform effectively under pressure

·         Team player and good communication skills

·         Highly motivated and independent

·         Proficiency in Microsoft applications (Word, Excel, PowerPoint, and Outlook), and Salesforce.com