M365/Azure Customer Success Manager

As a M365/Azure Customer Success Manager at SoftwareOne, you will be a trusted advisor for customer stakeholders, ensuring they achieve maximum value from our services. You will lead onboarding, build strong relationships, understand customer objectives, and align SoftwareOne solutions to their goals. Responsibilities include driving service adoption, identifying optimization opportunities, conducting business reviews, managing escalations, and collaborating with sales and solution teams to identify up- and cross-selling opportunities, ultimately ensuring customer retention and growth.

Must Have

• Existing full-time work rights in Japan
• Full professional proficiency in Japanese
• Working-level English (written and verbal communication skills)
• Strong understanding of service delivery and technology solutions
• Experience in managed services or technology projects
• Excellent organizational, problem-solving, and consultative skills
• Proficiency in MS Office Suite and CRM tools
• Ensure seamless onboarding and transition to Business-As-Usual (BAU) managed services
• Build strong relationships to understand customer objectives and align SoftwareOne solutions
• Drive adoption of services, identify optimization opportunities, and support business reviews
• Lead onboarding sessions to educate customers on service scope, processes, and tools
• Conduct regular business reviews, sharing insights on performance and new capabilities
• Manage escalations and coordinate Root Cause Analysis for critical incidents
• Monitor KPIs, CSAT, and initiate Service Improvement Plans when needed
• Collaborate with Sales and Solution teams to identify up- and cross-selling opportunities
• Provide input to Account Business Plans and relay customer needs for future service development

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

The role

Eager to join a global leader in cloud and software services?

Passionate about driving customer success and building long-term partnerships?

Ready to make an impact in a dynamic, fast-growing team?

At SoftwareOne, we empower organizations to achieve their business outcomes through innovative technology solutions. As a M365/Azure Customer Success Manager, you’ll play a pivotal role in ensuring our customers realize maximum value from our services—delivering exceptional experiences that drive retention and growth.

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The Role

You will be the trusted advisor for customer stakeholders across CxO, Operations, and Business Units. Your mission:

• Ensure seamless onboarding and transition to Business-As-Usual (BAU) managed services.
• Build strong relationships to understand customer objectives and align SoftwareOne solutions to their goals.
• Drive adoption of services, identify optimization opportunities, and support business reviews.

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What You’ll Do

• Lead onboarding sessions to educate customers on service scope, processes, and tools.
• Conduct regular business reviews, sharing insights on performance and new capabilities.
• Manage escalations and coordinate Root Cause Analysis for critical incidents.
• Monitor KPIs, CSAT, and initiate Service Improvement Plans when needed.
• Collaborate with Sales and Solution teams to identify up- and cross-selling opportunities.
• Provide input to Account Business Plans and relay customer needs for future service development.

What we need to see from you

• Existing full-time work rights in Japan and ability to commute to our Tokyo office as needed.
• Full professional proficiency in Japanese and working-level English (written and verbal communication skills required in both languages).
• Strong understanding of service delivery and technology solutions (e.g., M365, Azure, AWS, Commvault).
• Experience in managed services or technology projects.
• Excellent organizational, problem-solving, and consultative skills.
• Proficiency in MS Office Suite and CRM tools.