Japanese Bilingual Consultant

2 days ago

Makati, Philippines E-Solutions IT Services Full time

  • As a Customer Success Manager, you will serve as the strategic primary point-of-contact for Japanese-speaking B2B clients. You will drive customer satisfaction, ensure successful product adoption, minimize churn, and grow accounts via remote channels including video conferencing, chat, email, and phone.
Key Responsibilities
  • Facilitate onboarding and product implementation for Japanese clients through video calls, email, and chat.
  • Conduct account check‑ins, prepare QBRs, gather feedback, and monitor account health.
  • Advocate for customer needs within internal teams to improve product and processes.
  • Track and report key metrics such as retention, adoption, NPS, and CSAT using CRM dashboards.
  • Identify upsell opportunities and collaborate with sales for account expansion.
  • Provide multi‑channel support (email, chat, phone, web portal), escalating issues when necessary.
  • Experience: 1–2 years in B2B account management, customer success, or similar roles in SaaS or tech.
  • Account Management: Proven ability to independently manage accounts via video conferencing and email.
  • Multichannel Support: Skilled in supporting customers across email, chat, phone, and web platforms.
  • CRM Proficiency: Experience using Salesforce, HubSpot, Gainsight, or similar CRM tools.
  • Languages: Native-level Japanese; English proficiency at B2 level.
  • Education: Bachelor’s degree
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