Customer Success Manager
On-siteTokyo, Tokyo, Japan
Job Summary
Support customers and Sales in pre-sale and post-sale activities to increase revenue and maximize retention. Conduct business analysis, deliver on-site and virtual training, and implement solutions based on adoption analysis. Act as the primary liaison for product, service, and technology issues while monitoring health metrics to mitigate churn risk. Lead top-tier escalations, log CRM data, and leverage AI insights to drive product usage and satisfaction. Discover up-sell opportunities during visits, share leads with Sales, and recommend process improvements based on Voice of the Customer feedback. Serve as a Subject-Matter-Expert in Management, Customer Needs, Technology, or Training, and manage special projects assigned by leadership.
Required Qualifications
- Degree in Geoscience, Petroleum engineering, Petroleum Economics or related discipline
- 5-7 years of oil and gas experience with an operator or service company
- Must be fluent (spoken and written) in English and Japanese
- First class presentation and demonstration skills and the ability to build and own customized demonstrations
- Confident, patient, and concise to be able to engage people of all levels
- Enthusiastic / self-motivated, ability to work on own and under pressure
- Proactively understand customers' needs and absorb critical information that could result in additional revenue and/or potential downsizing
- Possess technical knowledge to support and train S&P Global Energy services to both internal and external customers
- Ability to influence individuals at all levels, give opinions and justifications
- Use organizational/time management skills to prioritize workload and schedule trips and training sessions
- Proficiency in Microsoft Office package
- Ability to set up internet connections / wireless internet connections, have understanding on API and cloud solution concepts
- Familiarity with AI technologies, and their applications in enhancing customer success
- Ability to analyze processes and procedures, identify and present necessary changes and involve and gain commitment from all associates and other business units as part of any change process
- Have a flexible approach to cover colleagues' work when needed
- Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
- Able to travel within the region when needed
Desired Qualifications
- fluency in Korean is a big advantage
- Candidates with less experience but strong aptitude will also be considered
- Candidates who have API and Datafeed knowledge and are proficient with Power BI, Tableau experience in creating visualizations and reports will be an advantage
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