Senior Customer Experience Manager

About Liferay

Liferay is a uniquely profitable B2B enterprise software company with 1,000+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges. Liferay’s all-in-one platform unites Liferay DXP with our cloud platform capabilities, built-in analytics, and commerce functionality, reducing time to market and accelerating innovation. Our customer roster includes global companies such as Airbus, US Bank, Honda, and Desjardins.

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. This commitment extends beyond our product; Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

About You and this Role

We are looking for an individual that will work in Liferay’s Customer Experience department as a trusted account manager for strategic accounts. The Experience Manager delivers guidance to customers and partners alongside our Solution Architects, managing our involvement to ensure their projects can succeed and bring value.

The ideal Experience Manager has a technical background in project implementations, and leverages their experience to help customers use the product successfully and foster alignment between implementation teams and Liferay. They thrive in being the sole representative for customers within our organization, and love collaborating with various internal departments to deliver for our customers.

Your support of customers and partners are a critical part of the strategy to make projects successful leading to happy customers that grow and expand with Liferay.

Embodiment of Role

Possess a team mentality that is responsive, collaborative, and action-oriented.

Proactively looking to make the customer happy and project successful

Fully capable of analysis, communication, and coordination.

Work contributes to better communication and task efficiency.

Responsibilities

Help accounts to achieve their business outcomes through technical delivery and account management

Technical Delivery Management

Coach customers and partners to overcome usage and development issues related to their Liferay projects.

Ensure customers and partners implement solutions following best practices throughout the entirety of the project lifecycle.

Engage customers and partners proactively with recommendations when new features, solutions, or opportunities arise to improve their projects.

Coordinate the prioritization, delivery, and communication to ensure timely delivery

Facilitate communication and collaboration between partner, customer and Liferay

Review messaging from other departments to uphold highest standard of service

Provide feedback to improve internal processes and products

Account Management

Support the in making projects successful

Monitor relationship and project health

Develop account plans to strategize for future growth with the account

Share account plans internally and externally to build alignment

Identify opportunities to drive more value for the account

Plan and deliver onboardings, workshops, enablement sessions, and business review meetings

Manage time, expectations, and emotions within meetings to streamline productivity

Support customer-initiatives coming from Product, Marketing, Sales, and other departments

Required Skills

Native or similar level in Japanese, with conversational~business level English for internal communication

2+ years of direct sales engineering, technical pre-sales, or customer-facing experience with either a recognized software company or major consulting / SI firm

Working knowledge of developing with Java, JavaScript, JSON, major databases, and related development frameworks in the enterprise software stack or digital experience platforms

2+ years project management experience

Experienced in fostering strong executive-level stakeholder relationships

Experienced in facilitating collaboration with customers during high stress situations

Preferred Skills

Strong technical and business expertise and excellence in Liferay products, project scoping, features & capabilities, and all related consultation and development practices

2-3 years of experience managing enterprise accounts

Experienced in data analysis

What We Offer

Salary package w / competitive benefits according to qualifications and experience

Opportunities to take responsibility, grow professionally, and Stay Nerdy

A positive and collaborative work

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Working at a open-source

Equal Opportunities Employer - Statement

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.

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