Customer Deployment Specialist
Remote · Tokyo, Tokyo, Japan
Job Summary
Customer Deployment Specialist responsible for designing, operating, and continuously improving customer deployment operations within MODE's Delivery team. Manages hardware demand/supply (gateways, sensors), kitting, and L1/L2 customer support operations; collaborates with external partners (e.g., Basis) and internal stakeholders (Sales, Delivery, Corporate Admin) to lead value-delivery processes, identify issues, and drive process standardization and automation. Acts across the full customer lifecycle from pre-sales to implementation and ongoing operations, ensuring data-driven improvements and cross-functional coordination in both the US and Japan. Requires autonomous operation in a B2B setting with 3+ years of relevant experience, native Japanese and proficient English document handling.
Required Qualifications
- 3年以上の自律的なB2Bオペレーション実務経験
- L1/L2 カスタマーサポート運用設計・改善経験
- 複数の社内外関係者を巻き込みた議論・問題解決能力
- 日本語ネイティブレベル
- 英語ドキュメントの読み書きに抵抗がないこと
- ゲートウェイ・センサー等ハードウェアの需給管理・発注判断の経験
- キッティング・品質チェック・出荷管理の実務経験
- 外部委託先パートナーの実務マネジメント
- Project Management、Delivery Engineer、Sales、Corporate Admin等と日常的に連携できる能力
Desired Qualifications
- IoT / hardware operations experience
- Kitting and shipment operation experience
- External partner/vendor management
- L1/L2 customer support operations design and improvement
- Japanese native level, comfortable with English technical documentation
- Autonomous, proactive process improvement mindset
- Experience coordinating across internal and external stakeholders (Sales, Delivery, Admin)
- B2B operations experience (3+ years)
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