Degica Co, Ltd. is hiring a
Customer Success Manager

Summary

The job involves enabling KOMOJU's payment gateway to customers, building and maintaining strong relationships, understanding customer business objectives, collecting and analyzing VoC, collaborating with cross-functional teams, conducting check-ins and business reviews, providing training, monitoring customer usage data, and optimizing their use of the company's products and services.

Requirements

• Prior experience working in a customer success or customer support role in the financial services or IT industry
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction

Responsibilities

• Enable KOMOJU payment gateway to customers (merchants) by reviewing their applications and removing concerns and addressing questions
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs
• Understand customers' business objectives and provide guidance on how our products and services can help them achieve those objectives
• Collect and analyze Voice of Customer (VoC) and proactively identify potential issues or challenges impacting customer success. Collaborate with internal departments to propose improvements and lead solutions
• Collaborate with cross-functional teams to implement customer success programs and initiatives
• Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling
• Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data
• Monitor and analyze customer usage and engagement data to identify trends and patterns

Benefits

• 10 days regular vacation, additional 5 days summer and 5 days winter vacation
• Paid birthday holiday
• Budget for self-learning allowance, to ensure our employees’ skills remain current
• Language training for Japanese/English