Associate Director, Customer Success

A Snapshot 

As an Associate Director, Customer Success based in Tokyo, you will report to the Director, Customer Success based in Sydney and work closely with various teams and leadership across the Asia Pacific region, making your mark in a number of ways: 

• Lead front end customers engagement with a key global cloud service provider, providing dedicated leadership covering broad areas such as commercial, legal, and technical aspects of our infrastructure solutions to support our customers rapid growth. 
• Lead multi-billion dollar complex deals from proposal development to contract execution, including managing strategic escalations post-execution, across various APAC markets. 
• Lead internal collaboration across all functions in the company to deliver gold standard experience for our customers across the front-end engagement through to contract execution. 

Your Day to Day

Customer Engagement: 

• Build solid relationships with key customers to gain understanding of their demand and develop infrastructure solutions to expand AirTrunk market share across various APAC regions. 
• Having deep understanding of commercial construct & funding requirement for customer deals (e.g. able to suggest appropriate commercial construct vis-à-vis solutions, project cost and funding) 
• Able to converse with both customers and other functions on key technical items affecting the final solutions (e.g. temperature, power, MW capacity, connectivity, renewable, etc.) 
• Able to summarize outcome of meetings clearly and draft concise emails to senior customers with clear articulations of issues/topic summary from call or contract, resolution options, next steps

Cross-Functional Collaboration: 

• Collaborate with various internal teams to ensure a seamless customer journey during front-end engagement and address customer needs proactively. 
• Be a subject matter expert to guide site selection team in find suitable site options across APAC that meet customer requirement and growth needs 

Requirements  

• More than 10 years of working experience across customer success, account management, or related roles, with a minimum of 3 years in a leadership position 
• Fluency in Japanese and English 
• Exceptional communication and interpersonal skills (in both Japanese and English), with the ability to build rapport with diverse stakeholders, including conflict resolution across various functions across the organization 
• Able to lead complex customers engagement and high performing teams in the cloud computing or infrastructure industry 
• Proven track record of driving customer satisfaction, retention, and growth in a B2B environment. 
• Able to lead complex contract negotiation points on datacenter contracts 
• Excel at proposal development for cloud infrastructure solutions (through proficiency in Microsoft PowerPoint) 
• Excel at distilling complex customer information into clear, concise, and easy to understand messaging and action plans 
• Familiarity with CRM software (e.g. Salesforce) and customer success tools