Customer/Partners Success Manager

The Customer/Partners Success Manager is a new Hybrid role that will be part of the Japan team, responsible for leading the region's end to end customer journey strategy and execution. The role encompasses the vital responsibility of overseeing a portfolio of customers and partners at the same time, ensuring their sustained success and growth. Integral to this role is the adept utilization of expertise in Strategic consultation, business acumen and Portfolio Management to orchestrate and harmonize customer success initiatives within the organizational framework.

The ideal candidate for this role will demonstrate strategic acumen coupled with a proven track record of executing plans with precision, drawing upon their comprehensive knowledge of managing strategic customers and partners for success. In addition, the work with the partners and customers will include either 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups.

The successful candidate will exhibit exceptional relational skills and be adept at fostering enduring relationships with customers/partners. They will serve as trusted advisors, engaging in consultative dialogue to identify challenges, craft tailored solutions, and facilitate the attainment of customer objectives.

Furthermore, the candidate will demonstrate a commitment to data-driven decision-making, utilizing their analytical prowess to collect, discern, and interpret data. By incorporating data-driven insights into their project and program management strategies, they will optimize customer support initiatives, ensuring the delivery of unparalleled value and facilitating the achievement of optimal outcomes for both customers and the organization at large.

About The Role:

• Develop and execute customer success plans together with the partners based on their main business objectives to support the site overall NDR
• Collaborate with regional leaders, consulting and strategic partners for growing portfolio of ENT & MM Japan key customers. Being the focal point for all post-sell processes
• Work closely with the partners to build their customer success management skills to ensure their customers’ retention and satisfaction.
• 1:1 engagement with targeted customers at key points in the customer journey to define how the success look like, ensure the adoption of monday.com and unlock growth opportunities
• Manage exec relationship, running EBRs with collaboration with the partners
• Effectively partners with internal stakeholders (inside and outside Japan) such as Client Services, Renewals and Sales to research and execute success plans with customers
• Manage customers' risk and create risk mitigation plan
• Delivers enablement content in a 1:many format clearly and concisely (Masterclasses, training sessions, office hours) in repetitive cadence to our customers and partners
• Effectively manages platform inquiries and Q&A independently

Requirements

• 3+ years of experience in SaaS Customer Success Management / Partners success Management/ Consulting (working directly with customers)
• Experience working in business organizations, managing cross-functional stakeholders, and negotiating solutions
• Experience collaborating with developers, engineers, and product managers to meet customer requirements
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Excellent technical project management skills, enabling multiple cross-functional teams to deliver against plans
• Excellent organizational and time-management skills
• Ability to think strategically and execute plans effectively while building long-term relationships with customers
• Succeed in working collaboratively with squads, internal account team, and extended customer’s teams
• Experience working in a global team, for an international company
• Analytical skills and passion towards technology
• Superb written and verbal communication skills (English & Japanese)
• Bilingual: Fluent in Japanese and good English skills.