CSM (Customer Success) / カスタマーサクセス

Job description

※英語の後に、日本語が続きます。

We are developing an industry-specific SaaS model service that utilizes satellite data.

Combining new geospatial and terrestrial data through data science, we aim to support data-driven decision making, business growth, and risk management.

We have released a geo-intelligence SaaS Service in October. The launch of our own small radar satellite is about to come soon in 2020. Our next Customer Success Manager will be a key person in the heart of the Product Development Team bridging our engineers and our clients' needs.

Objectives 

  • You will lead the product market fit assessment at the early stage of the service.
  • Building and executing strategies for scale, upselling and cross selling.
  • Nurture and engage clients on the correct and efficient use of the platform.
  • Create and execute product adoption and utilization metrics

Job requirements

Minimum qualifications:

  • Experience in BtoB SaaS / cloud service business.
  • Practical and proven experience in business related to Customer Success.
  • Experience setting up a project or team.
  • Fluent in Japanese and English.

Preferred qualifications:

  • IT consulting experience for major companies
  • Vertical domain expertise within a specific industry.
  • Experience in Infrastructure, Construction, Finance or Energy Industry.




募集要項

  • Synspectiveは自社開発衛星を含む衛星データを活用した業界特化型SaaSの開発、提供をしています。
  • 新しい地理空間情報および地表面データをデータサイエンスで組み合わせることにより、データに基づくビジネスにおける意思決定、リスク管理のサポートを実現します。
  • 9月には我々の最初のサービスをリリースし、また自社開発の小型レーダー(SAR)衛星の年内打ち上げを予定しています。サービス開発チームの核であり、顧客ニーズと開発チームの架け橋となることがCSMの役割です。


仕事内容

  • サービス初期段階における市場ニーズを満たしているかの評価、また開発チームへのフィードバック
  • アップセル、クロスセル施策の構築、実行
  • 顧客にとっての成功を理解し、サービスを正しく効果的に利用いただくサポート
  • 顧客のサービス利用実態、効果分析

必須要件

  • BtoB SaaSまたはクラウドサービスの実務経験
  • カスタマーサクセスとしての実務経験
  • 日本語、英語ビジネスレベル

希望要件

  • エンタープライズ向けのITコンサルティング経験
  • 業界に特化したサービスの経験
  • 金融、建設、インフラ開発、エネルギー分野のいずれかにおけるドメイン知識、経験




Cultures:

    • Mission:
      Synthetic Data for Perspective on Sustainable Development
    • Vision:
      Efficient, accountable and resilient world
    • Business
      1. Solution services with satellite data
      2. Development and operation of small SAR satellites


    Our CREDO:

    • Synergy of Spirit
      As part of Synspective, we embark on this journey together, bringing with us our combined experiences and life. As a team, we recognize that the team’s goals are my personal goals, and my goals are the team’s goals. We each share a part of the responsibility to succeed.
      I constantly communicate to align my efforts with our goal. I manage my energy and time to maximize team performance. I give more than I take. I provide value when needed and I take responsibility for my own behavior.
    • Synthesis of Knowledge
      We try to create new value under conditions that have huge uncertainty and volatility. The only way for us to succeed is to progress through trial and error that we learn from and make changes based on our new knowledge.
      I listen actively and respectfully to others’ opinions, consider it logically and examine my assumptions, and discuss it with my team constructively. I learn by doing and building upon our experiences. I aim to achieve better results with every new attempt. I accelerate the collective learning process by openly sharing experiences and knowledge with my team.
    • Synched with the Future
      We have an obligation to create a sustainable future for the next generations. To do so, we must tackle tough challenges as pioneers, leaving our comfort zones that prevent our growth.
      I recognize that a smart failure is a step toward success and try to learn from the past to solve new issues in the future. I set aggressive goals and divide them into sprint-victories in order to continue to tangibly advance and make progress. I consider the future, prepare for it, and actively engage in making it happen with quick actions and decisions.


      Compensation & Arrangements:
      • Employment system: Full-time(Nontenured). All members are contract-based employees. The contract is renewed in every 6 months based on Management by objective to assist individual growth and team growth
      • Benefits: Commuting expense, health insurance, employees' pension insurance
      • Flexible work-hour and location
      • Others: Part-Time or second job allowed