Global CSM in Japan: 12 FAQs

SHIFT has global customers.

These are customers launching products overseas.

This means that we need people who can speak both English and Japanese to work with our international clients.

Here are questions we get about this role:

1. What is the role of a Global Customer Success Manager at SHIFT?

A Global Customer Success Manager ensures the operational success of SHIFT’s clients by leading quality assurance activities, formulating IT service plans, resolving customer issues, and collaborating with various teams, especially in the context of Japanese companies expanding globally.

2. What are the key responsibilities of this role?

• Quality Assurance and Project Management: Involves in upstream process quality assurance, leading IT service provision plans, and ensuring seamless integration of services into client operations.
• Strategic Collaboration and Support: Works closely with group companies such as SHIFT PLUS and SNC to enhance service quality.
• Diverse Client Support: Manages B2B business package products, supports chatbot construction, and improves inquiry response efficiency, including for non-IT users.
• Business Systems Collaboration: Helps build innovative business systems in collaboration with group companies.

3. What qualifications are required for the role?

Proven PM experience in IT service implementation, strong communication skills, proficiency in documentation (PPT/EXCEL), proactive problem-solving skills, and residency in the Tokyo metropolitan area with onsite availability.

4. Is Japanese language proficiency required?

Yes.

Proficiency in Japanese is essential for both the day-to-day responsibilities and the CAT test, which is part of the recruitment process and conducted in Japanese.

5. What additional qualifications would be beneficial?

Over 2 years of experience in information systems, experience in ITIL-compliant IT service design and execution, sales and proposal experience, and IaaS/PaaS system operation experience are considered advantageous.

6. What are the career progression opportunities at SHIFT?

Opportunities include advancing from managing projects to leading entire divisions, exploring different divisions within the company, continuous learning and skill development, potential international projects, and mentorship programs.

7. What is the salary range for this position?

The annual salary ranges from 7 million yen to 11 million yen, with a monthly salary of 583,334 yen to 916,667 yen.

This includes base pay, a fixed overtime allowance for 30 hours equivalent, and a defined contribution option.

8. How important is client-facing experience for this role?

Client-facing experience is crucial.

You should have direct interactions with clients and the ability to manage client relationships effectively, including negotiation and providing solutions.

9. What tips can help in landing the job?

Highlight your team and budget management experience, emphasize your client-facing experience, be specific about your IT and PM skills, demonstrate your Japanese language proficiency, clarify any employment gaps, and align your salary expectations with SHIFT’s structure.

10. What are common reasons for rejection in the application process?

Insufficient Japanese language skills, unexplained employment gaps, or salary expectations not aligning with SHIFT's internal salary system can lead to rejection.

11. Are there opportunities for learning and development within SHIFT?

Yes, SHIFT encourages continuous learning through training programs, workshops, and conferences, offering various opportunities for professional growth.

12. What makes SHIFT’s work culture unique?

SHIFT offers a friendly and flexible work culture with a diverse team of over 200 foreign employees and an average salary increase of 10% per year, fostering an inclusive and growth-oriented environment.

Bonus Question: How do I apply?

Message Taylor Wiles to learn how!