Information & Technology


03-13 Customer Success Manager /顧客サービス管理マネージャー


8-12.5 million


Service Management
1. Autonomous delivery of Service Management activities contracted by the customer underpinned by ITIL capabilities, specific tools and complementary resources.
2. Ensure that the service is being delivered end to end against contractual obligation, to the required level of operational performance and quality.
3. Ensuring clean billing as per contract and swift resolution of any issues that may arise. In addition, ensuring any payment schedules such as annual indexation are managed in a timely manner.
4. Analyze operational performance and proactively seek and recommend to Network business improvements in-line with the changing business requirements.
5. Own and drive continuous service improvements to constantly enhance the customers experience and work with local teams to implement
6. Manage customer escalations to closure, ensuring that the customer relationship is maintained at all the different levels within the hierarchy
7. Manage overall customer reporting looking at ways to improve data shared with customer. Ensure full understanding of what is being communicated and areas of improvement to reporting.
8. To be involved in implementation of services, work closely with the Project Manager to ensure seamless handover and acceptance
1. Handle the formal governance of the customer contract and manage changes against baseline.
2. Work with Account Director and virtual team to identify and manage opportunities to increase revenues and margin of customers where applicable
3. Track the interpretation of business requirements into contractual provisions, identify and monitor exceptions
4. Maintain contract governance and P&L management of the customer. Increase profitability by taking active action to optimize cost structure
5. Monitor contract performance, agree on reporting format and metrics and prepare reports a regular basis.
6. Legal and risk management, deployment of mitigation strategies
Relationship management
1. Accountable for customer experience. Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer
2. Build relationships of trust and respect with key customer stakeholders providing the basis for Network’s success; proactively look for ways to expand and improve the relationship wherever possible.
3. Implement and maintain a governance model to manage an assigned customer throughout the lifecycle of the contract
4. Be the central point of contact for the customer, act as their advocate and influence our organization on their behalf
5. Keep the relationship open and constructive, aiming to resolve or ease tensions and identify problems early
6. Promote understanding of the customer business to anticipate and proactively respond to new business demands
7. Support Account Development Planning process throughout customer life cycle.
8. Drive the organization of forums, working groups, seminars, road shows, training sessions, and other relationship activities to help the customer in the evolution of their service requirements



1. In depth experience in the functions of service management and/or customer relationship management or similar role
2. 7+ years of proven experience in Network Infrastructure Environment preferable.
3. Proven experience of working at senior level management both internally and with the customer
4. Proven experience in continuous improvement activity.
5. Proven experience in managing solutions for big and complex customers
6. Solid financial acumen, experienced in managing a P&L
7. Experience of negotiating complex solutions and gaining necessary internal approvals
8. Supervisory experience preferable.
9. ITIL V3, Prince or equivalent.
10. Absolute customer, service and quality focused.
11. Minimal Bachelor’s degree or equivalent experience
12. Proficient English/Japanese language
13. Flexibility in travel and working hours