Customer Success Manager - Lark Japan

6 Months ago • 3 Years + • Customer Service

Job Summary

Job Description

The Customer Success Manager at Lark Japan plays a crucial role in ensuring customer satisfaction and maximizing the value derived from Lark's team productivity platform. This involves collaborating with various teams (Customer Support, Pre-sales, Sales) to understand client needs, ranging from CXO level to field staff. The role includes identifying key business challenges, designing custom solutions leveraging Lark's features, providing coaching and support, integrating with external systems, and identifying upselling opportunities. The successful candidate will possess strong communication skills, project management abilities, and experience in SaaS or consulting. They will also proactively feedback client requests to the internal development team.
Must have:
  • 3+ years SaaS/consulting experience
  • Cross-departmental communication
  • CXO & field-level communication
  • Solution-oriented problem-solving
  • Project management skills
  • Proven goal achievement
Good to have:
  • Enterprise collaboration software knowledge
  • Start-up mindset

Job Details

Responsibilities
Lark Larkは、組織の効率性、創造性、エンゲージメントを高める次世代のチーム生産性ツールです。メッセンジャー、ドキュメント、カレンダー、ビデオ通話、メール、OKRなど多数の重要なツールを単一のプラットフォームにシームレスに統合しています。 Lark is a next-generation team productivity suite that boosts organizations' efficiency, creativity, and engagement. It seamlessly integrates Messenger, Docs, Calendar, Video calls, Emails, OKR, and more into one easy-to-use app. Why Join Us 創造はByteDanceの目的の中核です。当社の製品は、イマジネーションを膨らませるために作られています。これは、私たちのイノベーションを可能にするチームにも言えることです。 私たちは共に創造性を刺激し、人生を豊かにしていきます。 私たちにとって、どんなに曖昧な挑戦も、学び、革新し、チーム一丸となって成長するチャンスなのです。現状維持を決してそうではありません。勇気を常に。 ByteDanceでは、共に創造し、共に成長します。それが、私たち自身、私たちの会社、そして私たちがサービスを提供するユーザーにとって、インパクトをもたらす方法なのです。 私たちの仲間になりませんか。 Creation is the core of ByteDance's purpose. Our products are built to help imagination thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us. チーム紹介 About the team Lark Japanのカスタマーサクセスチームは、Lark日本の顧客の成功と満足を確保する役割を担当しています。主な役割は、Lark日本の顧客がプラットフォームから得る価値を最大限に引き出し、全体的な成功を確保することです。 The Lark Japan Customer Success team is responsible for ensuring the success and satisfaction of Lark's customers in Japan. The primary role is to assist customers of Lark Japan in maximizing the value they get from the platform and to ensure their overall success. 業務内容 About the role Customer Success Managerは、カスタマーサポート、プリセールス、セールス、各アカウントチームを巻き込み、密接に連携し、価値提供をすることが求められます。 Customer Success Managerは、有償プランを契約したクライアントにLarkをよりよく使っていただくため、下記の業務を行っています。 - CXOクラス(経営層)から現場層まで幅広くヒアリングを行い、企業における重要な課題や業務プロセスを理解する。 - 各種課題に優先順位をつけ、課題を解決するためにLARKの機能の中から最適な機能を選択。個社毎に最適なソリューションを計画立案し、プロジェクト管理も行う。 - クライアント自身でソリューションを最大限活用できるように、適宜コーチング・サポートを行う。 - 外部システムとLARKの連携を行う場合、状況に応じて技術チームと連携を行う。 - エクスパンション、アップセル/クロスセルなどのオポチュニティが発生しそうな状況ではセールスチームと連携を行う。 - クライアントのリクエストを社内の開発チームにフィードバックする。 This role will partner closely with Customer Support, Pre-sales, Sales and the broader account team to deliver impact. Digital Consultant helps clients who have signed up for a paid plan to maximize the value of Lark by performing the following tasks: - Understand the key issues and business processes specific to the organization by conducting a wide range of interviews from the CXO class (management level) to the field level. - Prioritize the various issues and solve them with the most suitable function from Lark's various functions. We provide customized support and optimal solutions to each individual client and manage their project accordingly. - Provide coaching and support as needed to help clients get the most out of their solutions. - Liaise with the technical team as needed when integrating LARK with external systems. - Liaise with the sales team in situations where opportunities for expansion, up-sell/cross-sell, etc. may arise. - Provide feedback on client requests to the internal development team.
Qualifications
Minimum Qualifications: - SaaSもしくはコンサルティング業界で新規事業関連、ビジネスコンサルティング、ITコンサルティング、エンタープライズセールス、システム開発、プロダクトマネージャー、カスタマーサクセスまたは関連性の高い職務における最低3年以上の経験 - 様々な部門と横断的に幅広くコミュニケーションを取り、あらゆる規模のプロジェクトをマネジメントできる方 - CXOクラスだけでなく、現場層とのコミュニケーションスキルもお持ちの方 - 顧客のITリテラシーに応じて分かりやすく説明できる方 - 業務プロセスの改善を行い、ソリューションを提供できる方 - 自発的に行動し、目標を達成した実績のある方 - Minimum 3+ years of experience in new business development, business consulting, IT consulting, enterprise sales, systems development, product manager, customer success or any other closely related role in SaaS or Consulting Industry - Ability to communicate extensively across various departments and manage projects of all sizes. - Ability to communicate smoothly with all levels of audience from CXO level to field level. - Able to explain things in an easy-to-understand manner according to the IT literacy of the customer. - Must be able to improve business processes and provide solutions. - Must be self-motivated and have a proven track record of achieving goals. Preferred Qualifications: - エンタープライズオフィスコラボレーションソフトウェアの知識 - 「スタートアップ」の考え方または問題へのアプローチと解決策の経験 - Knowledge of enterprise office collaboration software - Knowledge of corporate shared services functions - "Start-Up" mindset or experience on approach of problems and polished resolutions ByteDanceは、従業員がそれぞれのスキル、経験、独自の考え方に基づき評価されるインクルーシブな環境作りを推進しています。私たちのプラットフォームは世界中の人々を繋げる特徴があり、それは私たちの職場環境においても同様です。ByteDanceのミッションは創造性を刺激し、喜びをもたらすことです。その実現のために、組織内の多様な意見を敬意をもって受け入れ、また、私たちに関係する様々なコミュニティーを反映した職場作りに取り組んでいます。私たちはこの考え方を最も大切にしており、応募される方も同様であると信じています。また、ByteDanceは、採用プロセスの間、応募される方に適切なサポートを提供することにも取り組んでいます。 ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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About The Company

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
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