||What you will be doing...
You will be accountable for the successful management and execution of the Enterprise Technical Account Management program by leading, coaching and empowering a team of Technical Account Managers (TAMs). In addition to mentoring and supporting your team, you'll be responsible for meeting or exceeding service levels, maintaining high customer satisfaction and helping to create and foster relationships with internal account teams and external customers. The ideal candidate will possess both technical acumen and outstanding leadership skills.
Some of the things you will be doing include:
・Provide leadership, coaching, technical guidance, performance feedback, and growth opportunities to the team through regular one-on-one meetings and performance check-ins
・Model and empower the team to promote a customer centric culture that goes above and beyond customer expectations
・Actively work with the Training and Systems Manager to identify new training topics and address any knowledge/skill gaps on the team
・Help build and maintain strong cross-functional working relationships with Sales, Engineering and Product Management
・Provide management oversight on critical cases by working closely with Support, Sustaining Engineering, and/or Development to provide regular status updates to the customer
・Serve as a management point of contact for customer escalations, issues or other customer satisfaction concerns
・Provide management oversight on critical cases by working closely with Support, Sustaining Engineering and/or Development to provide regular status updates to customer
・Follow up with the regional Practice Managers regarding account renewals and offer assistance as needed
・Onboard new Enterprise accounts and off-board expired accounts as needed
・Occasionally accompany TAMs to customer QBRs and site visits
・Assist with interviewing, hiring and training new team members
・Participate in the weekend support on-call rotation once every 3-6 months
||Who you are...
・Experienced. 3+ years’ experience in a software product/technical support department or 5 years of related, direct customer contact experience. 3+ years of supervisory/management experience in a software, Technical Support department preferred.
・A True Team Player. You're a leader and you know that to get the best results, you also have to be a great team player.
・Missionary. Highly driven individual with an execution focus and a strong sense of urgency and a belief in the company`s mission.
・Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.
・Domain. Have relevant experience with Salesforce Service Cloud. Degree in Computer Science preferred.
・Excellent Communication. You know what to say and more importantly, how to say it.
・Energy and Enthusiasm. You believe in what we’re doing and won’t stop at anything to deliver on your goals.
||(According to the company employment rule)
JPY 14,000,000 - 16,000,000 (Negotiable but please ask for more info.)