Job description
【業務内容】
弊社PC製品・サービスを利用いただいている顧客のアカウントマネジメント/カスタマーサービス担当になります。
・カスタマーフェーシング：定期的な顧客とのミーティングにセールスチームと参加し、顧客使用製品のインシデント報告や問題発生時のソリュー
ションの説明、障害予防策の提示、顧客ニーズのヒアリング等
・顧客のビジネスと複雑な要件を深く理解してアカウントマネジメント/カスタマーサービスの付加価値を顧客に示して顧客のニーズを満たし、
より多くのサポートに関するビジネスチャンスを獲得して収益性の高い成長を促進する。
・社内のセールスチームや各部署との協業
・社内各部門から上がってきた顧客の故障情報をとりまとめ
・グローバルチーム（アジア、US、南米等）との協業
【必要なスキル】
・カスタマーフェーシング、アカウントマネジメントの経験
・中程度のITテクニカルスキル
・法人顧客に対するカスタマーサポート経験等
・顧客のかかえる問題の検出および根本原因の分析
・チーム内で結果を達成し、状況に応じた判断を下し、状況に対処して、厳しい時間枠で目標を達成する能力
・優れたプレゼンテーションスキル。
・ビジネスレベルの英語力、日本語力
・グローバルチームとの協業経験があると尚歓迎
【応募書類】
・職務経歴書（日英）
・履歴書（※任意。写真不要）
上記書類をアプライ時にアップロードをお願いいたします。
＃Post-LI
Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and will participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. Will provide mentoring and guidance to lower-level employees.
Responsibilities:
- Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.
- Leads and develops product support or solution(s) planning over the entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
- Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
- Performs business analysis, identifies the root cause and develops recommendations/ solutions to drive business improvements.
- Responsible for revenue and margin contribution for a set of (more than one) solutions or services.
- Utilizes in-depth understanding of customer business and complex requirements to develop the business case, validate the solution, and demonstrate services added value.
- Utilizes technical and business skills to lead complex cross-functional activities that drive continuous growth of the services business.
- Provides mentoring and guidance to peers and lower-level employees.
Education and Experience Required:
- 8+ years to establish a proven track record in Service Business Management.
- Basic experience in one of the related disciplines of service delivery, solution architecting or business planning before taking a business management role.
Knowledge and Skills:
- Medium to high knowledge of the IT and services industry.
- In-depth knowledge of company organization and policies, services offerings, end-to-end processes, tools, and routes to market.
- Problem detection and analysis of root cause.
- Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
- Demonstrated skills in planning and financial analysis.
- Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate.
- Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis.
- Competent in English.