Customer Success Manager - Japanese Speaking

| Chicago, IL | Remote
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About Keeper

Keeper Security is transforming the way businesses and individuals protect their passwords and sensitive digital assets to significantly reduce cyber theft. As the world's leading password security platform, Keeper helps millions of people and thousands of businesses substantially mitigate the risk of a data breach. Keeper is PCMag's Best Password Manager for 2019 and 2020 and is a portfolio company of Insight Partners, a leading venture capital and private equity firm investing in high-growth technology and software companies that are driving transformative change in their industries.

Job Summary

We are seeking an experienced, highly motivated Customer Success professional. You are a seasoned technologist, with experience selling into SME and Enterprise level accounts. You love helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.

Responsibilities

  • Carrying a revenue quota to meet or exceed sales targets within assigned accounts
  • Interacting strongly with customers at the Senior Management level with support on forming a relationship with C level contacts
  • Working with clients to negotiate contract renewals, cross-sells and upsells
  • Working with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews
  • Maintaining a structured cadence with named customer accounts, building relationships, presenting Keeper solutions, troubleshooting challenges, managing issues with the broader Keeper team and closing deals.
  • Advise customers on best practices for securing and protecting their business against password related breaches
  • Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
  • Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers
  • Understanding and navigating account procurement practices to negotiate licensing contracts.
  • Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space
  • Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features etc.
  • Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert
  • Drive customer advocacy in the form of references, referrals, and case studies
  • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
  • Actively participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
  • Contribute towards the development of a strong team environment by upholding high work standards
  • Go the extra mile to ensure our customers are supported and successful!

Requirements

  • 3+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus
  • Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
  • Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
  • Experience working with and selling to Enterprise organizations, C-Level Executives, IT and Cyber Security Executives.
  • Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
  • Energetic and self-motivated; a team player who is also a proactive and creative problem solver
  • Aptitude for learning software; strong with business applications
  • Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
  • Working knowledge of Salesforce.com and Salesloft
  • Undergraduate degree (BA/BS)

Benefits

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Non-Exempt

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages

An Insider's view of Keeper Security, Inc.

What's something quirky about your company?

We've got some really great personalities in the office, nicknames, inside jokes, etc. Everyone's a big family and we care about each other. I think the quirkiest part about Keeper has to be the people. You're not going to find people like Noah with his dad jokes, Geary the Navy Seal, or Giles doing spot on impressions of everyone just anywhere!

Anne

Senior Inside Sales Representative

What projects are you most excited about?

As far as the most rewarding aspect of my work... that would be seeing the immediate result of what we do, such as seeing the new features we build getting great user reception or watching revenues tick up.

Ibrahim

Software Engineering Team Lead

What makes someone successful on your team?

We’re fortunate to have very special people working at Keeper. They make a sensational product, give our customers awesome support, and have an amazing sense of respect. People who strive for perfection and want to make tomorrow better than today will do very well here. That’s what makes Keeper the best!

Darren

CEO & Co-founder

How do you empower your team to be more creative?

I strive to provide transparency to my team on expectations and how they're performing. As long as they're meeting expectations I encourage them to get creative - there is no perfect process and the best innovation comes from trial and error! With a company growing as quickly as Keeper, there's limitless opportunity to grow and develop new skills.

Connor

Business Sales Development Manager

What projects are you most excited about?

I love the ownership I have to manage marketing campaigns that drive measurable results and grow our business. I see my work in the finished product. Also, there isn’t any red tape here, and we’re encouraged to improve all aspects of the customer journey. I feel awesome about the positive impact our products have which keep our customers safe.

Dan

Director, Digital Marketing

What are Keeper Security, Inc. Perks + Benefits

Keeper Security, Inc. Benefits Overview

Keeper offers a respected work-life balance and a career you can sink your teeth into. You'll work alongside people with a positive attitude who are empowered to make a difference and collaborate with the smartest people on the planet.

Benefits and job perks make a huge difference. At Keeper, we believe benefits are a meaningful piece of the total value proposition and part of what makes Keeper great!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

Show Stoppers - A respected work-life balance • A career you can sink your teeth into • Work alongside people with a positive attitude who are empowered to make a difference • Collaborate with the smartest people on the planet • Help dominate the cybersecurity industry which is at the center of attention around the globe.

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