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Customer Success Director- Commerce Cloud Japan
Customer Success – Professional Services
Japan - Tokyo - 東京, 日本

CC Success Director JP Role

Candidate Requirements

  • 10 years in a team leadership role, with 5 of those in the ecommerce/digital space. 
  • Ecommerce Experience, ideally as an eCommerce Manager
  • Project Delivery (from pre-sales to post launch) 
  • Account Management
  • High Level Technical Experience
  • Extensive customer facing experience
  • Escalation management
  • Japanese and English 

Key Responsibilities

  • Team Management
    • Managing a Commerce Cloud  services team in the region with responsibility for team:
      • Retention, Coaching & team building
      • Competence development
      • Commerce Cloud Service targets
    • Be a spokesperson internally and externally to support development and growth of the regional practice.
    • Manage internal communication to employees.
    • Work closely with  services management on capacity planning, resourcing requirements for major projects & resource competence development plans.
  • Project Delivery
    • Work closely with sales to define and negotiate project statement of work.
    • Serve as escalation point for client issues and concerns.
    • Assist with resolution of complex business/technical problems.
    • Acts as project executive during projects supporting Solution Architects.
    • Work closely with solution integrators to ensure high quality project delivery.
    • Champion Commerce Cloud Delivery Best Practice. 
  • Customer Success Management
    • Ownership and accountability for ensuring customer growth, satisfaction and retention for Commerce Cloud Customers within the Japan region.
    • Develop strong relationships with all key customer decision makers and influencers, including C Level executives.
    • Identify, develop and realise new opportunities for expanding customer's business.
    • Uncover and know any risk that threatens customer growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks
    • Take ownership for all direct customer communication and resolve escalations with autonomy related to the scope of services provided by Commerce Cloud.
    • Execute the delivery of client enablement and feature adoption workshops to drive client enablement and maximise subscription revenue of each customer.
    • Educate the customer and employee base on 'best practices' through direct interaction or community events.
  • Business Growth
    • Establish working relationships and partner with other departments in the region to ensure business growth.
    • Supporting solution partner recruiting and enablement.
    • Build and maintain long term relationships with customers and solution partners.
    • Support the sales teams to achieve their bookings targets and close incremental revenue targets. and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or
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Pay Transparency Policy Statement – The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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