Client Account Manager

Location: Shibuya, Tokyo, Japan

Type: Full Time

Min. Experience: Experienced

About us:

Gengo is a vibrant startup making translation simple and removing the language barrier for customers as they go global. With offices in Tokyo, San Francisco, London and Manila we are international team we work around-the-clock breaking down language barriers.

Our customers order human translation online via our web site, API or our enterprise Project Management team. Clients include Facebook, TripAdvisor, NYT, Buzzfeed and hundreds of other globally-minded businesses. We provide translation in over 70 language pairs via our growing network of nearly 20,000 translators worldwide.

 

About the role:

Based in Tokyo, the Customer Success Manager role works closely with our US and EU-based customers as the direct point of contact for multiple large-scale enterprise customer accounts over the long term.

You will work to help your customers go global quickly and at scale. Our customers are online, savvy, and choose Gengo because we’re unique in the industry. The role requires a mixture of great people skills, problem solving with our internal team, and an eye for opportunities to make customers happy. All of your customers will be outside of Japan, so you need to be as effective online as in person. While your #1 focus is the happiness of your clients, you must be comfortable thinking about revenue, and excited about the opportunity to maximize your compensation through increasing customer orders, being a customer expert and managing more volume.

Responsibilities:

  • Contributing to the close. You are part of the team that closes enterprise customer sales, in collaboration with our Account Executives, Project Managers and Sales Engineers.
  • Once a customer starts to work with Gengo, your primary responsibility is to ensure a great ordering and delivery experience. You’ll be working closely with your Account Executive and Project Management colleagues as the voice of the customer, with focus on your customers’ expectations of translation quality and delivery schedules.
  • Beyond the initial customer project, you’ll have a roster of repeat customers under your care.  You will continuously help these customers accelerate and maximize their global expansion, and make sure they get the most out of Gengo’s services.
  • Continuous learning about our customers and our market is a must. Our company grows quickly, so there is a great opportunity for advancement for the right person

 

Requirements:

  • Strong references from former employers
  • Comfortable with some flex-schedule to partially overlap with US & EU customers & teams
  • 2+ years experience using a CRM system, and a reputation for detail
  • Strong problem-solving skills and familiarity with web technology
  • An international attitude –excited to help customers go global, happy on videoconf
  • Drive – you work hard, take responsibility and demand efficiency
  • Professionalism – you will interact with Fortune 500 customers who expect the best
  • Experience in the translation industry, or a 2nd language, is a bonus but not required

 

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