SaaS Customer Success (English speaking countries)

【About Aldagram】 https://poised-ceres-9a8.notion.site/About-Aldagram-Entrance-book-eb5499b3b12e40a48105114054c32db1 --------------------------------------- 【Background】 Aldagram Co., Ltd. (https://aldagram.com/en/) is a leading Japanese startup founded in 2019 with the mission "Unlocking Your Value". We offer "KANNA," a Software as a Service (SaaS) project management application that revolutionizes productivity, with a particular emphasis on non-desk workers across various industries such as manufacturing, construction, real estate, and more. Our global expansion journey commenced in July 2022, with a primary focus on the Asian market.We are actively seeking individuals who are passionate about contributing to the South-East Asia growing economy. 【About our product 'KANNA'】 English version released in July, Thai version in November, Spanish version in December 2022. We have already expanded our business to more than 10 countries globally. As Aldagram continues to grow, we are looking for a talent to lead the Sales for our overseas customers. --------------------------------------- 【Responsibilities】 As a Customer Success Manager (CSM), you’ll be in charge of mainly “enterprise” customers to understand their operations, help them customize KANNA, and work with them to implement KANNA smoothly. You will be accountable for enhancing customer operational efficiency by regularly engaging with customers, providing advice, and tracking customer health scores. Client coverage mainly in English speaking countries. Initial Roles (CSM) ・Develop and maintain strategic business relationships with our customers. ・Guide customers along their journey to get the most out of their investment in KANNA by advising them through the onboarding, adoption, renewal, and expansion phases of the customer lifecycle ・Identifying opportunities for upselling and cross-selling within our existing customer base, and collaborating with the sales team to capitalize on these opportunities. ・Tracking and analyzing customer usage patterns to identify potential issues and proactively address them. ・Working closely with sales, marketing, and product teams to ensure our customers have a seamless experience with our products and services.

【Requirement】 ■At least 5 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales. ■Strong understanding of customer success principles and practices. ■Strong analytical skills and experience using data to drive decision-making. ■Excellent communication and relationship building skills. ■Experience working with CRM systems and other customer success tools. ■Experience working with SaaS products or at start-up companies and in-charge of Mid-Enterprise CS role ■Strong problem-solving skills and the ability to think creatively to resolve customer issues. ■Native English fluency and good presentation skills.

【 Preferred Skills 】 ■Experience managing a customer success team. ■Proven track record of improving Enterprise customer satisfaction and loyalty. ■Experience developing and implementing customer success strategies. Strong understanding of sales and marketing principles.