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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.

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