What you can expect

We are looking for an outstanding Manager of Customer Success, based in Tokyo to join our team. You will report to the APAC Head of Customer Success and be part of Zoom’s APAC Customer Success leadership team. In this role, you will build lasting customer and team relationships while focusing on implementing Zoom products and services to enhance customer satisfaction and happiness.

About the Team

Customer Services play a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What we’re looking for

• 12+ years of SaaS software industry and management experience

• Have a fluent verbal and written communication skills in English and Japanese, including experience conducting executive presentations. (This role is based in Tokyo)

• Demonstrate Customer engagement and People management experience across the territory span for this role

• Able to analyze trends, understand metrics and present to upper management.

• Have great interpersonal skills with a positive attitude.

• Able to work independently with limited direction in a fast-growth environment.

• Have negotiation skills at senior management level

職務内容

Zoomでは、東京でのカスタマーサクセスチームのマネージャーを募集しています。ZoomのAPACカスタマーサクセスリーダーシップチームの一員として、APACカスタマーサクセス部門責任者の直属となります。この役割では、Zoomの製品とサービスの導入に注力しながら、顧客とチームの持続的な関係を構築し、顧客の満足度と幸福度を高めます。

チームについて

カスタマーサービスは、Zoomのカスタマーエクスペリエンスを向上させる重要な役割を担っています。このポジションは、お客様との関係を築き、製品の利用を促し、販売後のお客様専用窓口としての役割を果たします。お客様がZoomのソリューションで成功できるよう、有益なリソースを提供し、社内の手続きを効果的に管理し、部署をまたいで業務を行います。当社の成功は、卓越したサービス提供と一貫した戦略実行によって達成されます。

求めるご経験/スキル

- 12年以上のSaaSソフトウェア業界およびマネジメント経験

- 英語および日本語での流暢な口頭および書面でのコミュニケーションスキル

- テリトリー全域における顧客エンゲージメントとピープルマネジメントの経験

- トレンドを分析し、指標を理解し、上層部にプレゼンテーションを行ったご経験をお持ちの方

- 前向きな姿勢で優れた対人スキルをお持ちの方

- 急成長する環境において、限られた指示のもとで自立的に業務を遂行できる方

- シニアマネジメントレベルでの交渉経験をお持ちの方

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.