Talent.com
This job offer is not available in your country.
xarvio Customer Success Manager

xarvio Customer Success Manager

BASF Japan Ltd.Tokyo, Japan
30+ days ago
Job description

Objectives of the Position

  • Enable an effective and efficient customer acquisition as well as excellent customer experience to reach a high level of customer satisfaction with digital tools
  • Disseminate customer insights across the organization and drive the development and implementation of and effective and efficient customer interaction approach as well as to trigger required adjustments / advancements of digital tools
  • Cross-functional collaboration internally as well as with external partners and service providers to ensure highest level of customer success
  • Establish new tools / approaches / channels to facilitate a more effective and efficient customer interaction and acquisition

Main Tasks

Customer Acquisition

  • Responsible for the acquisition of new customers via BASF website, webinars, in- and outbound calls and other tools / channels
  • Contribution to the development and implementation of incentive programs (via vouchers) to facilitate customer acquisition

    • Customer Support

  • Support onboarding and utilization of customers for digital tools via phone and video-conference communication
  • High availability to answer on-demand requests from customers to ensure a high level of satisfaction with digital tools
  • Cross-functional collaboration with xarvio team and other functions to solve technical problems with digital tools based on customer feedback
  • Development of efficient and effective ways for a more advanced, automatic / self-service customer supports (e.g. manuals, Q&As, newsletters, grower communities, digital solutions to answer customer requests, etc.)
  • Contribute to the development of communication material by providing required information
  • Management of and collaboration with external partners and service providers (e.g. external call center support)

    • Customer Intelligence

  • Responsible for the acquisition and analysis of customer data to identify different target segments and develop target segment specific communication material and approach
  • Effective communication with customers to better understand their needs and interests, usage of digital tools and resulting benefits
  • Initiate adjustments of digital tools based on customer intelligence to better serve customer needs
  • Share customer insights within the organization

    • Sales Team Support

  • Provide trainings to the sales team about digital tool functionalities, farmer benefits of the digital tools, target segments and effective communication approaches
  • Support sales team activities targeting the acquisition of new customers (e.g. customer events, visits of key farms, other promotion activities, etc.)
  • Provide meaningful insights from customer intelligence to the sales team to support a more effective customer acquisition approach
  • Support enablement of sales teams of partners for the acquisition of customers for digital tools

    • Minimum Education and Qualification Required for the Position

  • Education : BA or Equivalent degree
  • Language : Professional level in both Japanese and English
  • Working Experience : Working for 5 years in customer success / service preferably in digital business
  • Technical & Professional Knowledge : Profound professional experience in customer success / service, marketing / sales experience is beneficial, knowledge about digital tools, knowledge about customer communication and acquisition, excellent communication and interpersonal skills, strong analytical and project management skills
    • Create a job alert for this search

    Customer Manager • Tokyo, Japan