Global Customer Success Manager at SHIFT Japan

What is a Global Customer Success Manager at SHIFT?

At its core, the role of a Global Customer Success Manager is all about ensuring the operational success of SHIFT’s clients.

This position isn’t just a job; it’s a mission to be the best partner for clients in achieving operational excellence.

As a manager, you will spearhead initiatives ranging from quality assurance in IT service implementation to creating and operating customer support centers.

This role involves close collaboration with Japanese companies expanding globally, and you will be instrumental in building and leading IT support teams from a quality assurance perspective.

Responsibilities of a Global Customer Success Manager at SHIFT

As a Global Customer Success Manager, you play a pivotal role in the operational success of SHIFT's clients. Your responsibilities are diverse and impactful, ranging from quality assurance to client relationship management. Here’s a deeper look into your key responsibilities:

Quality Assurance and Project Management

• Upstream Process Involvement: Engage in quality assurance activities during the upstream process of IT service implementation projects. This includes ensuring that services are designed and planned to meet the highest standards of quality and efficiency.
• IT Service Provision and Operation: Lead the formulation of IT service provision plans, including operation and design execution in downstream processes. Your role is critical in ensuring that services provided are not only effective but also seamlessly integrated into clients' operations.
• Continuous Improvement: Take the lead in improvement activities by proposing and providing optimal solutions. This involves addressing and resolving customer issues in the IT service provision field, particularly in operation and maintenance.

Strategic Collaboration and Support

• Collaboration with SHIFT PLUS and SNC: Work closely with these group companies, known for their expertise in various business areas. SHIFT PLUS is based in Kochi Prefecture, while SNC operates in the reuse business, web business, and IT management business. Collaborating with these entities will enhance the service quality and offerings to clients.

Diverse Client Support

• B2B Business Package Product Support: Provide support for B2B business package products. This includes managing and overseeing the effective delivery and operation of these packages to clients.
• Chatbot Construction Support: Assist in the development and implementation of chatbots, ensuring they meet client requirements and enhance their customer service experience.
• Efficiency and Inquiry Response: Improve efficiency in responding to inquiries, especially from non-IT department users. This includes managing FAQ sections, creating manuals, and providing chatbot construction support.
• Salesforce Quality Assurance: Offer quality assurance and operational support for Salesforce implementations, ensuring they align with client needs and industry best practices.
• New Business Development: Participate in the creation of new business opportunities, leveraging your expertise and understanding of market needs.

Business Systems Collaboration

• Building Business Systems: Work in conjunction with group companies to build business systems that are innovative and client-focused. This involves strategizing and implementing systems that not only address current needs but are also scalable for future growth.

Requirements for the Role

To excel in this position, you need:

• Proven PM experience in IT service implementation.
• Strong communication skills.
• Proficiency in documentation (PPT/EXCEL).
• Proactive problem-solving skills.
• Residency in the Tokyo metropolitan area with onsite availability.
• Japanese Language Ability

Bonus Points

Additional qualifications include:

• Over 2 years in information systems.
• Experience in ITIL-compliant IT service design and execution.
• Sales and proposal experience.
• IaaS/PaaS system operation experience.

Career Progression at SHIFT

Embarking on a career as a Global Customer Success Manager at SHIFT opens up a world of professional growth and opportunities. The company's commitment to employee development and internal mobility creates a pathway for a fulfilling and dynamic career journey.

From Manager to Leader

• Stepping into Leadership Roles: Your journey at SHIFT can evolve from managing projects to leading entire divisions. Proven success in your role as a Global Customer Success Manager positions you for potential advancement to senior management positions, where you can influence broader company strategies and operations.

Cross-Functional Mobility

• Exploring Different Divisions: SHIFT encourages exploration across different departments and functions. This means you have the chance to move laterally into roles that might pique your interest, whether it's in technical, sales, or operational areas. Such moves are not just tolerated but actively encouraged, as they lead to a more well-rounded understanding of the company.

Upskilling and Education

• Ongoing Learning and Skill Development: SHIFT places a high value on continuous learning and professional development. Whether it's through formal training, workshops, or conferences, you're encouraged to enhance your skills and knowledge. This could mean deepening your expertise in a current area or developing new skills in emerging technologies and methodologies.

International Opportunities

• Working Globally: With SHIFT’s presence in the APAC region and beyond, there are opportunities for international assignments or projects. This exposure not only broadens your professional horizon but also enhances your understanding of global business practices.

Mentorship and Leadership Training

• Mentorship Programs: You'll have access to mentorship from seasoned leaders within the company, providing invaluable insights and guidance. Additionally, leadership development programs are often available to prepare you for future roles.

Personalized Career Pathways

• Tailored Career Plans: SHIFT recognizes that career aspirations are unique to each individual. Discussions with your manager and HR can lead to personalized career pathways, aligning your professional goals with the company’s objectives.

Performance Recognition

• Results-Based Advancements: Consistently high performance can lead to quicker promotions and greater responsibilities. With an average salary increase significantly higher than industry standards, SHIFT demonstrates its commitment to rewarding its employees' contributions and achievements.

Tips for Landing the Job

Landing a job as a Global Customer Success Manager at SHIFT requires more than just technical expertise and experience. Here are some tailored tips, drawn from Shivangi Dharne 's insights, to increase your chances:

1. Highlight Team and Budget Management Experience: In your application and interviews, clearly mention the number of people you have managed in each company and the budgets of projects you've handled. SHIFT values this information highly as it helps them understand your leadership and financial management capabilities.
2. Emphasize Client-Facing Experience: Your ability to interact directly with clients is crucial. Demonstrate your experience in client-facing roles, emphasizing situations where you had to negotiate, provide solutions, or even push back when necessary. This shows your competence in managing client relationships effectively.
3. Be Specific About Your IT and PM Skills: Detail your experience in IT, project management, and how you've applied these skills in real-world scenarios. This includes discussing specific projects you’ve led, challenges you've overcome, and the impact of your work.
4. Showcase Language Proficiency: Since the CAT test and many of SHIFT's operations are in Japanese, your proficiency in the language is vital. Be prepared to demonstrate your near-native fluency during the recruitment process.
5. Clarify Any Employment Gaps: Be transparent about any gaps in your employment history. Unexplained gaps can be a red flag, so it's important to address these proactively with the recruiter.
6. Align Salary Expectations: Understand SHIFT's internal salary system, which is based on your experience managing people and project budgets. Ensure your salary expectations align with their structure to avoid any mismatches.

Salary Range

The annual salary for a Global Customer Success Manager at SHIFT ranges between 7 million yen and 11 million yen. The salary is structured as follows:

1. Base Pay: The monthly fundamental component of the salary ranges from 417,534 to 687,567 yen. This base pay is a reflection of your core compensation, excluding additional allowances.
2. Fixed Overtime Allowance: In addition to the base pay, there's a fixed overtime allowance of 110,800 to 174,100 yen per month. This is for 30 hours equivalent of work and is included regardless of whether overtime is actually worked or not. Importantly, this allowance covers scenarios of working late nights or on holidays. It ensures that any extra effort and time are recognized and compensated fairly.
3. Defined Contribution Option: An additional 55,000 yen is allocated as a defined contribution option. This part of the salary package underlines SHIFT’s commitment to the long-term financial well-being and security of its employees.

FAQs

1. What are the core responsibilities of a Global Customer Success Manager at SHIFT?

A Global Customer Success Manager is responsible for ensuring the operational success of SHIFT's clients, particularly from a quality assurance perspective in IT service implementation. This includes leading quality assurance activities, formulating IT service plans, proposing solutions for customer issues, and collaborating with various teams.

2. What makes SHIFT’s work culture unique?

SHIFT boasts a friendly, flexible work culture. With an impressive average salary increase of 10% per year and a diverse team of over 200 foreign employees, SHIFT stands out for its inclusive and growth-oriented environment.

3. Is Japanese language proficiency required for this role?

Yes, Japanese proficiency is essential, not only for the day-to-day responsibilities but also to excel in the CAT, which is a part of the recruitment process and is conducted in Japanese.

4. What are the career progression opportunities at SHIFT?

There are vast opportunities for career progression at SHIFT, including stepping into leadership roles, exploring different divisions within the company, engaging in ongoing learning and skill development, and the potential for international projects.

5. What is the salary range for this position?

The monthly salary ranges from 583,334 yen to 916,667 yen, translating to an annual income of 7 million to 11 million yen. This includes base pay, a fixed overtime allowance for 30 hours equivalent, and a defined contribution option.

6. What qualifications are required for the role?

Candidates should have PM experience in IT service implementation and provision, strong communication skills, the ability to document effectively, and proactive problem-solving capabilities. Living in the Tokyo metropolitan area and being able to work on-site are also necessary.

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

Client-facing experience is crucial. You need to have direct interactions with clients, not just via text or ticket systems. The ability to manage client relationships effectively, including negotiation and pushing back when necessary, is a key skill for this role.

8. What tips can you offer for succeeding in the CAT test?

Focus on detail and follow instructions precisely. The test assesses your attention to detail in a Japanese work context, so practicing your Japanese comprehension and attention to detail in various scenarios can be beneficial.

9. Are there opportunities for learning and development within the company?

Absolutely. SHIFT encourages continuous learning and professional development, offering various training programs, workshops, and conferences to enhance your skills and knowledge in your field.

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

Candidates may be rejected for insufficient Japanese language skills, unexplained employment gaps, or salary expectations that do not align with SHIFT's internal salary system.

About SHIFT

SHIFT was founded in 2005 and quickly established software testing as an industry. We pursued increased efficiency, cost reduction, and quality improvement by dividing the conventional operations of engineers into the development and testing parts. We credit ourselves for developing test engineers as specialized professionals for handling the testing part.?

Now SHIFT continues to provide innovative solutions and specialized services covering every spectrum of the software development life cycle. Our aim is to substantially reform the IT industry in Japan and satisfy the diverse needs of our customers in all major industries such as automobile, e-commerce, finance, manufacturing or retail.

SHIFT is a public company listed on the TSE’s Prime Market and has offices from Hokkaido to Kyushu. SHIFT Group, also known as ONE-SHIFT, consists of 37 group companies employing over 12,000 people.