Costumer Engagement Manager-Japan

WHAT YOU WILL DO

• Develop, implement, and manage customer engagement strategies that align with the company's goals and customer needs
• Identify the specific metrics such as active users, content utilization, and support tickets.
• Conduct regular and scheduled engagement meetings through the lifecycle of the subscription to assess the extent to which our subscribers are effectively fulfilling their specific customer requirements
• Set up a regular reporting cadence to track engagement metrics and share insights with relevant teams within the organization
• Document all reviews and customer feedback accordingly within CRM system following prescribed engagement templates
• Ensure that customers have a smooth and positive experience with our products and services
• Initiate entry-level guided tours of key Platform features, interactive tooltips, and prompts that encourage users to explore different functionalities
• Schedule follow-up calls, emails, or messages to check in with customers after the initial onboarding
• Provide additional, more detailed onboarding for specific functions and features as required for the customer persona
• Document results of the onboarding to capture learnings and opportunities for improvement
• Work with internal Product Managers and Sales Representatives to drive strategies and practices aimed at minimizing the likelihood of customer churn (subscription cancellation)
• Monitor how customers are using their products or services during their subscription period
• Identify power users and customers who may not be utilizing your offering to its full potential
• Report weekly to management on progress and make “call to action” risk recommendations to mitigate risk

WHO YOU ARE

As part of the recruitment process for this position, you will be required to submit your latest citizenship and / or permanent residency information. This information will be used to comply with U.S. Export Control Laws and Regulations.

WHY WORK WITH US