Customer Success Specialist for Corporate Clients

Recruitment Backgrounds

We are looking for an experienced customer success specialist for corporate clients. You will join a newly-formed team to drive the adoption and growth of GLOBIS Unlimited, business microlearning platform, with a focus on providing insights and information that will aid our sales team to attract and retain corporate clients.

You will work closely with sales, product, support, and operations, being the voice of the customer to deliver an exceptional experience to our global corporate clients. You should be ready to go beyond existing support infrastructure and make sure that clients are satisfied with their service and that information is communicated clearly to internal stakeholders.

About GLOBIS Unlimited

GLOBIS Unlimited is a business microlearning online platform, providing microlearning courses on MBA-level business topics.

https://unlimited.globis.co.jp/top/

Responsibilities

• Plan and create support materials to assist sales members to meet new acquisition goals
• Interact directly with existing clients to meet expectations
• Facilitate registration process, product implementation, onboarding training, and ongoing account review
• Assist with the renewal process for renewal targets
• Manage outreach to customers for product feedback requests and internal escalations to product development teams
• Be the voice of the customer as you partner with engineering, marketing, and sales to deliver best-in-class customer experience
• Make clear both qualitative and quantitative facts about customer usage and needs to better grow product globally

Requirements

<Required>

• 3+ years of experience as a customer success specialist with corporate clients
• Experience working independently and proactively in a dynamic environment
• Experience managing and delivering multiple projects at the same time
• Native or near-native English ability with strong writing skills
• Intermediate Japanese ability both written and spoken (JLPT N2 or above preferred)
• Flexibility and professionalism to foster strong relationships with team members, GLOBIS colleagues, and outside contacts
• Strong time/project management skills

<Preferred>

• Flexibility and creativity; ability to come up with innovative alternatives if faced with problems/difficult choices
• Data management and analysis skills (SQL, Tableau, other data visualization) 
• Experience working with or implementing marketing automation and CRM systems

Office Location

 【Tokyo office】Sumitomo Fudosan Kojimachi Bldg., 5-1 Niban-cho, Chiyoda-ku, Tokyo, Japan, 102-0084

Salary 

• Salary depends on work experience, skills and abilities 
• Annual salary revision in July
• Profit-sharing (summer and winter, as per company rules and regulations)

Benefits

• Commutation expenses covered
  
• Health insurance, employment insurance, workers accident insurance, pension
• Stock-holdings system

Working hours

Flexible Working Hours

Holidays

• Saturdays, Sundays, and holidays
• 20 paid holidays (can be rolled over to the following year for a maximum of 40 total days). During the 3-month probation period, a maximum of 5 days can be granted, calculated on a pro-rata basis from the start date.
• Annual holidays: New Year’s period (ex. Dec 29-Jan 4), marriage leave, condolence leave, natural disaster leave, maternity/paternity leave, Sabbatical (after 5 and 10 consecutive years with the company)

Self-development Support

• GLOBIS MBA partial subsidy*
• Short-term study abroad support*
• Self-development subsidy (max 200,000 JPY/year)
• Support for attending training courses required for work (all expenses covered by the company at the discretion of the department head)

*The employee is requested to repay the abovementioned support/subsidy for the following cases:

• Employee leaves GLOBIS not completing the programs. 
• Employee leaves GLOBIS during enrollment of the programs. 
• Employee leaves GLOBIS within two years after completing programs.

Requirement for the Professional Job Category

Due to the nature of the role expected of the position, "Professional", holding a master's degree is a requirement at the time of employment. If you do not have a master's degree at the time of hire, but are willing to work on obtaining a master's degree outside of work hours as part of your self-development after joining the company and meet the requirements of the position, you are eligible for this position. *The field of the master's degree is not required.

Approx. OTW

Avg. 10-20 hours per month (maximum allowed is 45 hrs/month)

Remote Work

While emphasizing real "places" that create good communities, corporate cultures, and relationships, we will also actively adopt online and remote working by using cutting-edge technology. Two days or more per week is recommended, but the policy and rule will be determined by the nature of the work of each department/team.

Department/Team

Department: GLOBIS Digital Platform 

Team: GLOBIS Unlimited Team
GLOBIS Unlimited team consists of about 10 members.

Sample schedule of a weekday

GLOBIS employees have flexible working hours and are allowed remote work. Depending on the department and other conditions, staff are asked to commute to the office 1-2 days/week. Typical working hours are 9:30-18:00, with a 1-hour lunch break and weekends (Sat, Sun) off.

Career Path

Successful candidates are self-motivated but communicative with teammates, organized, and eager to both apply their skills and develop new ones. You will hold a key creative role in a small team, so your performance will need to be reliable and adaptable. This is an excellent opportunity for a creative-minded individual to develop their skills and engage audiences with content that will inspire positive change in society.

Screening Process

Application screening →First interview (HR) →Second interview (team leader) →Third interview (department head) →Fourth interview (HR head / Depending on the situation) 

*There may not be the 4th interview. 

*An English cover letter (Theme: What would you like to do or achieve in our company?) is required when submitting a resume. 

*Candidates who do not meet the Japanese-Language Proficiency Test requirements may be required to take an online test arranged by GLOBIS during the screening process. 

*For non-Japanese nationality holders, please tell us your status of residence such as Engineer/Specialist in Humanities/International Services (ESI) and its expiry date.