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Senior Customer Success Manager - Ecosystem Platform Supervisory Department (EPSD)

Senior Customer Success Manager - Ecosystem Platform Supervisory Department (EPSD)

RakutenTokyo, Japan
21 days ago
Job description

Description

Business Overview

Our Mission is to deliver an innovative, accessible, and stable Ecosystem Platform through fostering a culture of ownership and data-driven decision-making.

Ecosystem Platform serves as the core for creating the uniqueness and competitive advantage of Rakuten Group services, providing functions such as membership management, loyalty services like points, and marketing.

Department Overview

The Technology Platforms Division (TPD) is responsible for building and operating the infrastructure and ecosystem platforms which power the Rakuten Group. Our mission is to provide our Rakuten Cloud and Ecosystem Platforms which will deliver Core Value to accelerate the growth of Rakuten Group services

Position : Position Details

As the Senior Customer Success Manager, you will be responsible for building and maintaining long-term relationships with internal business units (internal customers) and supporting their goal achievement to drive overall business growth for the company. In this role, you will deeply understand the needs and challenges of the business units and provide strategic support to ensure they fully leverage your department's products and services. Additionally, you will lead process improvements and drive organizational efficiency. Collaboration with global business units and teams is required, and a high level of Japanese proficiency is essential.

Key Responsibilities

Internal Customer (Business Unit) Relationship Management

  • Build trust-based relationships with key internal business units, particularly those handling large-scale or complex projects, and establish long-term partnerships.
  • Deeply understand the goals and challenges of the business units and create success stories by leveraging your department's solutions.
  • Conduct regular business reviews to improve satisfaction, increase project success rates, and identify additional support needs.

Process Improvement and Efficiency

  • Continuously review and optimize Customer Success processes and tools to enhance efficiency and effectiveness.
  • Collect feedback from business units and collaborate with relevant teams within your department to propose and implement improvements to products and services.
  • Develop and implement standardized processes for global business unit support.

    • Data Analysis and Reporting

  • Analyze the usage and success metrics (KPIs) of products and services by business units and provide data-driven insights.
  • Regularly report the status and outcomes of business units to your department's executives and stakeholders.
  • Utilize team performance data to identify areas for improvement and create actionable plans.

    • Mandatory Qualifications :

  • 5+ years of professional experience in Customer Success, Account Management, or related fields.
  • Experience coordinating and negotiating with multiple internal business units and stakeholders.
  • Excellent communication skills (both verbal and written) and the ability to build trust-based relationships.
  • Data analysis skills, including KPI monitoring, report creation, and providing actionable insights.
  • Business-level Japanese proficiency (fluent in reading, writing, and speaking).
  • Strong problem-solving skills and strategic thinking.

    • Desired Qualifications :

  • Knowledge and experience in SaaS (Software as a Service) or IT solutions.
  • Experience working with global teams or overseas business units.
  • Experience using CRM tools (e.g., Salesforce, HubSpot).
  • Experience managing teams or multiple sub-teams, with a proven track record in goal setting, performance management, and resource allocation.

    • Desired Characteristics

  • Proactive and action-oriented, with a focus on ensuring the success of business units.
  • Collaborative and able to work effectively with teams and other departments to achieve organizational goals.
  • Flexible and adaptable in dynamic environments, with a drive for innovation.
  • A global perspective and respect for diverse cultures and values.
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    Customer Manager • Tokyo, Japan