Bilingual Customer Success Manager (Japanese / English)


About Tokyo Academics:Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics from around the world. Since 2012, we’ve evolved from a few university friends to a growing number of part-time and full-time individuals located in Tokyo, as well as working remotely. We are an organization of experts deeply passionate about helping students meet their potential and capture the opportunities of the future.Do you love working with incredibly smart people with diverse backgrounds who inspire you to be better and work harder every day? Do you enjoy building relationships, getting excited to work with clients, and using your knowledge about higher education to help develop plans that allow clients to reach their dream goals? Consider joining our client services team at Tokyo Academics. This role will be based out of our Tokyo office and working during regular business hours of 10:00am to 7:00pm Japan time.What you will work on:-Provide amazing customer service, manage our client base and help provide best-in-class education recommendations -Work closely with our Academics/product teams, Marketing, Engineering, and Finance departments to ensure a seamless customer experience-Lead client planning process in conjunction with stakeholders from the client services and marketing teams to determine engagement cadence, additional services offered, and critical milestones.-Meet targets and goals for services renewals, customer satisfaction, client referrals, and additional relevant services-Establish productive and professional relationships with key clients, and become the expert on all aspects of the client relationship -Routinely assess, clarify, and validate client needs, as well as lead solution development efforts that best address those needs.-Provide service solutions that expand and deepen client relationships-Upselling (i.e. having our clients purchase more TA services / products),-Having our clients spend more hours at TA (i.e. purchase additional hours) ,-Assisting in providing strong customer satisfaction-Help train CSMs on changes to customer service policies and best practices for VIP client interactions.-Work closely with the CSM team to stay abreast on unique client interactions-Identify opportunities to update and improve customer service procedures and make recommendations to division heads Who you are:-BA degree in Marketing/Communication/English/any relevant degree-5 years experience in Sales and Customer Support -Command of Native Japanese and fluent English (read/write/speak) is required. -Ability to work cross-functionally-Have a can-do and positive attitude and be comfortable giving and receiving feedback-Able to remain scrappy and comfortable to shift focus if priorities change and have good judgment on what to prioritize -Have a working knowledge/broad understanding of the higher education landscape (US and/or international) and the general requirements needed to gain admissions into top higher education institutions -Have basic experience managing projects and prioritizing work -Ability to maintain composure and to handle strong personalities or lead tough conversations -Strong communication skills and comfortable over-communicating and keeping all stakeholders (internal/external) informed-Experience leading clients or customers through basic sales techniques such as understanding their needs, discovering new opportunities, and overcoming challenges.-Ability or willingness to learn to use CRM and incorporate best practices -Proven track record of building relationships with various personalities and backgrounds Benefits:-Competitive compensation package-Bonuses based on company growth -20 days of paid time off per year-Join a growing bootstrapped company with a lot of potential for growth-Autonomy to implement ideas and have a significant impactWork hours:-40hrs per week-10am - 7pm Japan time