募集情報Job Information
Customer Success Manager （カスタマーサクセス）
Together we’re building a company that will endure and products people will love forgenerations to come.
We believe that people do their best in a culture that fosters inclusion, innovation and success.
Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture.
Whether it’s conducting a retrospective, participating in our bi-annual hack weeks, cranking out a new product feature, supporting our two PagerDuty bands or doing our day-to-day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.
We’re building an inclusive workplace that represents the real, everyday people we support around the world. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty
- Why We Need You
- Inclusion and belonging have been part of our cultural values since day one. From our CEO to our newest Dutonian, we take individual ownership in creating a work environment where everyone can thrive. As part of our continued growth in Japan, PagerDuty has an outstanding
opportunity for a Customer Success Manager. The Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs. - Key Responsibilities
- ・Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations.
・Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities.
・Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
・Assist new customers with on-boarding and configuration
・Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
・Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
・Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
・Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates.
・Reach out to customers and address where they are not fully utilizing the product.
・Represent the voice of the customer to inform our sales process or product roadmap.
・Lead the cross functional post sales team at PagerDuty, delivering seamless
experiences on behalf of the customer.
・Prepare and facilitate business review meetings, training sessions, webinars, demos,
and other strategic and supportive interactions.
・Identify accounts that are likely to churn using product data, queries and information to support your analysis.
・Partner with Sales and Customer Support to create an engagement strategy for high-risk accounts.
・Predict and forecast risk, renewal and expansion within the customer portfolio.
・Work to assess customers that have been lost or churned identifying reasons for churn
and building a strategy to win customers back. - 応募資格（必須）
- ・Experienced professional with 3-7 years of relevant industry expertise in Japan.
・You have previous experience in a customer facing role such as Customer Support or Customer Success
・Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
・Have excellent presentation, written and verbal communication skills in Japanese and English
・Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
・Experience building Business value ROI models across multiple product portfolios.
・Thrive in a collaborative fast pace environment and as a part of a results oriented team.
・Working knowledge in a SaaS business model.
・Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
・Understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
・Worked in a DevOps environment or with a company going through a transition to DevOps.
・Have proven time management skills with the ability to prioritize tasks
・You work well under pressure, are a results oriented individual, and you are a team player
・Salesforce experience
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