Customer Success Manager, Bilingual English-Japanese

Summary

Join Xplor's Fitness & Wellbeing vertical as a Customer Support expert, contributing to the global success of our market-leading software products for gyms and health clubs. You will leverage strong Excel skills and data analysis expertise to lead technical investigations, providing comprehensive support throughout the customer lifecycle, from onboarding and data migration to ongoing operational assistance. Building strong client relationships and acting as a trusted advisor are key responsibilities. You will collaborate with internal teams, including Sales and Customer Support, to ensure client success. The role involves data analytics to inform decision-making, resolving technical issues, and contributing to best-practice documentation. Based preferably in Manchester, UK, remote work within the UK is also considered.

Requirements

• Previous experience in working on a support desk in the software industry, ideally supporting similar software applications (SaaS)
• Broad knowledge of IT processes, systems, and applications e.g Zendesk
• Knowledge of best practices when working with live mission critical databases
• Fast and fluent with the Microsoft Office suite (Word & Excel)
• Native speaker of Japanese is a must for this role
• Excellent written and verbal English skills
• Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic
• Ability to communicate technical jargon in ways that are easy to understand for a non-technical audience
• Ability to multitask, prioritise, and manage time effectively
• Displays a growth and problem-solving mindset
• Maintain personal motivation when tasks become challenging
• Displays a broad understanding of technology

Responsibilities

• Operate as the customer's trusted advisor, cultivate relationships, and provide a consistent and frictionless experience that delivers immediate value
• Lead on data analytics to inform decision making and underpin recurring activities
• Work with the product and engineering teams to investigate and resolve issues
• Understand the customer's business goals and set them up for success in achieving those targets
• Become an expert on the Membr product, providing technical and business solutions; assisting with product adoption, optimisation and change management
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation
• Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience
• Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments
• Assist with building a best practice documentation library and process documentation as needed
• Fulfill club training requirements through a variety of mediums
• Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements

Preferred Qualifications

Maybe you've come from a background in Account Management or Customer Success

Benefits

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Linked in learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements