Japan's Premier Provider of Executive Search

Client Success Executive Tokyo


02-18 Client Success Executive/クライアントサクセスエグゼクティブ


Information & Technology

5-6.5 mmm
1. Proactively help our customers achieve their desired outcomes using our products and services. The purpose and objective is to establish full value of our solutions making them an effective and integral part of the organisations workflow
2. Drive greater adoption, retention and life-time value by aligning goals for a mutually beneficial outcome
3. Develop close working relationships with customers and have the tenacity to push, educate and challenge new ways of thinking for our customers
4. Travel and visit customers to build on existing good relationships when required creating positive momentum, and showing ICIS as a differentiator
5. On-board new customers and build client focussed relationship management for our existing customers
6. Build stakeholder maps, identify customer personas and map onboarding journeys and customer workflows
7. Retain and grow the business by increasing user engagement with our solutions
8. Identify, establish and measure customer value and results achieved.
9. Metric reviews for upsell, retention, churn rate and NPS scores
10. Analyse usage data and trends to identify customer value recognition, adoption, and potential customers at risk
11. Gather and share customer feedback to the wider organization.
12. Identify customers goals to encourage customisation, training and relationship alignment
13. Collaborate with and support sales account managers ensuring we maintain customer retention at high levels and increase lifetime value
14. Utilise resources and data to increase sustainable proven value for both customers and the business leading to accelerated sales and growth opportunities.


 1. Curious about everything, willing to ask questions and challenge the status quo in order to provide better customer and business outcomes
2. Passionate about delivering a world-class customer experience
3. Enthusiastic and creative with the ability to inspire others and our customers
4. Obsessed with desire for continuous learning and performance improvement
5. Able to communicate and influence across global locations and teams, listening and challenging collaboratively
6. Excellent problem-solving skills and ability to exercise initiative.
7. Self-motivated, well organized and able to prioritise.
8. Excellent communication skills with a positive attitude and a passion for delivering exceptional customer service.
9. Effective written and verbal communication skills.
10. Ability to build relationships internally across different levels of the organisation and externally.
11. Awareness of working with various Web Browsers, good knowledge of MS Office
12. Ideally bilingual English/Japanese.