株式会社Spider LabsのCS Consultantの求人

We are seeking a Customer Consultant to support the success of clients using "Spider AF," our anti-ad fraud tool, through data-driven analysis and logical thinking. In this position, you will develop a deep understanding of the client’s industry and business processes to identify root causes and build preventative measures against ad fraud and marketing challenges. In addition to supporting the effective use of our product, you will derive success patterns for each client based on usage data to provide reproducible improvement proposals. While a separate team handles upselling and cross-selling, a key part of your role will be collaborating with other teams to build the foundation for value propositions and expansion, including upselling and cross-selling opportunities.

[Job Description]

• Execution of Problem-Solving Customer Success
• Deep dive into the client’s implementation goals and business challenges.
• Visualize issues based on Spider AF usage data, industry benchmarks, and conversion (CV) data.
• Formulate and execute improvement proposals and utilization strategies based on logical analysis.
• Customer Journey Design and Quantifying Results
• Design customer journey models tailored to the specific characteristics of the client's industry.
• Provide improvement proposals based on quantitative metrics such as KPIs, LTV, and churn rates.
• Reporting and Presentations for Executive Management
• Create regular reports utilizing data.
• Conduct effectiveness verifications and presentations for decision-makers within the client's organization.
• Providing Insights and Product Improvement Proposals
• Suggest product improvements to the product team based on client feedback and analysis results.

Structure "customer voices" and accumulate/share them internally as reproducible knowledge.

Maximizing Customer Value through Inter-departmental Collaboration

Provide information and support to Sales, Upsell, and Cross-sell teams to enhance the feasibility and persuasiveness of client proposals.

Support business growth by sharing usage status and improvement results.

We welcome individuals with the following mindset:

• Strategic Thinkers: Those who can pursue customer business success calmly and logically.
• Analytical Problem Solvers: Those who can structurally extract issues from data and translate them into actionable strategies.
• Agile Hypothesizers: Those who can grasp the essence of a problem and quickly iterate through hypothesis and verification loops.
• Holistic Viewers: Those who can view the team, product, and customer through the lens of "total optimization."
• Solution Architects: Those who can design solutions to customer challenges with a focus on "reproducibility."

• Experience in Customer Success, Pre-sales, or Consulting (3+ years at a single company)
• Experience in issue analysis and reporting using customer data
• Experience in explaining solutions to business challenges logically, translating technical product knowledge into easy-to-understand terms for the client
• Experience using BI tools such as Looker Studio
• Proven ability to lead adjustment and consensus-building processes with stakeholders, including clients and partner agencies
• Native-level Japanese (as the clients handled by this team are Japanese companies)

• Experience in business consulting or business process design.
• Experience using SQL to derive insights from large datasets and communicating them in terms the customer can easily understand.
• Experience in CS design operations, such as building customer journeys, NPS, or KPIs.
• Knowledge of the advertising industry and marketing field (Understanding of ad fraud is a plus).
• Project management skills.
• English proficiency (Communication with our international engineers will occur).