Customer Success Manager - JAPAN

Customer Success Manager (CSM)

Customer Success Manager leading strategic projects planning and implementation, from RFx phase to Final acceptance (ATP), is the linchpin of the post-sales customer relationship, ensuring the highest Customer satisfaction with maximum commercial achievements to Allot while at the same time acts as a strategic partner who guides clients after a sale to ensure they achieve their business goals, realize maximum value from a product or service, remain loyal to the company and expand their investment over time.

Business Focus Areas

• Successful Project Implementation and revenue recognition
• Adoption
• Retention
• Maintenance Renewals
• Customer value realization

Description

• Planning and leading all project life cycle stages
• Responsible for the Project risk analysis and mitigation plan
• Acting as the Focal Point of Contact for the companies various departments for all project issues
• Coordinate and lead project related meetings – Internal and Customer facing
• Work closely with the various Account and Sales teams, supporting main business processes
• leading the project delivery to successful customer acceptance (ATP)
• Responsible for a smooth transition / hand over to the Post-Sale group within Customer Support department

Key Responsibilities and Skill Definition

• Drive product adoption and usage across customer organizations
• Identify renewal risks and develop mitigation plans
• Support expansion opportunities and sales in partnership with Sales
• Renewal rate
• Act as the voice of the customer within the company
• Understand customer business objectives and success criteria
• Monitor customer health
• Data analysis and reporting
• Lead onboarding, project delivery success planning, and regular operations reviews
• Build trusted relationships with customer stakeholders
• Coordinate internal teams (Support, Product Management, Operations, Engineering) to resolve product issues and drive customer health, satisfaction, and value realization
• Revenue assurance
• Problem-solving and stakeholder management
• Customer relationship Management
• Project/Program management from Purchase Order to Final Execution

Requirements

• Technical educational background MUST, technical degree in Engineering or Computer Science desirable
• Experience of 10+ years in Large/ medium Project Management and Customer Success Management being accountable for customer health and revenue realization, bid management, direct work with customers in the Telecom sector MUST
• Strong background in Service Provider & Mobile Operator environments and needs MUST
• Strong presentation skills and customer relations
• Proven experience working in a Matrix organizational structure
• Excellent communication and personal relationship skills
• PMP/PMI or equivalent an advantage
• MBA or equivalent is highly desirable