Customer Success Manager (Japan Remote) at TurnitinLLC

Overview • Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth. • Builds strong relationships with decision-makers to scale accounts. • Mentors and supports team members. • Ensures customers get the most value from solutions, retaining them and growing usage and adoption.Responsibilities:  • Manages a portfolio of accounts, ensuring client success and satisfaction. • Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products. • Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow. • Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities. • Effectively communicates the value proposition of Tii products and services to clients. • Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities. • Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client. • Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships. • Executes a strategic plan to expand the customer base from within the existing accounts managed. • Liaises closely with Sales/T&I Teams to take a hand-over on accounts, ensuring a seamless service experience for the client. • Works closely with Marketing regarding the communication and lead generation events required in the market/area. • Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards. • Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately. • Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team. • Tracks own performance, provides general data and reports, and updates as required. • Generates referral leads for the Sales team through customer networks and relationship building. • Actively progresses own personal development.