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Customer Solutions Consultant, Japan

Post Sales (Technical and Support)/Direct Hire

CLIENT SUMMARY
Our client is a leading global provider of independent insight and data into network experience and market performance.

We are looking for a committed individual to join our Network Solutions Customer Success Team.  If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you!
 
As a Customer Solutions Consultant, your role is responsible for delivering the highest possible service to our existing and trial enterprise accounts.  Through a consultative approach, you enjoy working with data and providing various creative solutions.  Clients will look to you for technical guidance and advice in addressing their product usage and needs. This position will work directly with our Sales team to grow our commercial client’s portfolio.
 
This position is an integral part of the team and will directly impact the business by providing customer product feedback and improvements to the engineering team. This position reports to the VP, Customer Success. 

RESPONSIBILITIES

  • Communicate the full range of technical capabilities of dashboard to commercial clients

  • Work with existing clients to expand relationships and secure renewal

  • Lead key customer relationships throughout their engagement with the company

  • Advocate for customers for internal company initiatives

  • Provide email, web, chat, and phone support to customers and partners

  • Utilize company products and tools to investigate data, products, and other issues

  • Document known solutions to the internal and external knowledge base

  • Submit well-documented bugs and feature requests arising from customer escalated issues

  • Partner with engineering teams in prioritizing and resolving customer requests


REQUIREMENTS

  • Fluent in Japanese, verbal and written

  • Proficient in English, verbal and written

  • Post-secondary education in a relevant field

  • Experience in a technical support role or similar function

  • Experience working in a fast-paced, entrepreneurial environment

  • Experience in writing and troubleshooting SQL queries

  • Demonstrated aptitude to learn in a fast-paced environment

  • Strong work ethic and problem-solving skills

  • Exceptional sense of organization and attention to detail

  • Can work independently or in a team

  • Strong writing and communication skills

  • Ability to plan work to meet deadlines and unexpected situations and/or requests

  • Build and maintain solid business relationships with clients


GOOD TO HAVE

  • Experience working with big data

  • Experience with BigQuery or another data warehouse

JOB ID: 2069

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