Customer success Advisor

The Customer Success Advisor is responsible for owning the relationship with our key Returns customer in Japan. You will be responsible for ensuring timely and satisfactory resolutions of customer queries as well as technical and operational cases within the region. You will act as the overlay account manager in the region, supporting cross-functional stakeholders to ensure customer satisfaction through service delivery, planning and execution.Key Responsibilities:Responsible for managing the Doddle (Returns) flagship customer in Japan.Create and own Customer Success Plans for relevant stakeholders.Provide feature-specific advice to customers.Prepare for and participate in business reviews.Facilitate all customer meetings.Support with translating queries to the appropriate stakeholders.Build specialist knowledge of all Returns Applications, workflows, and Product features.Ensure customer satisfaction through service delivery planning and execution.Drive adoption and satisfaction.Help to drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)Work in collaboration with TechOps to drive disaster recovery process and issue resolution.Collaborate & coordinate effectively with internal dept’s (Consulting, Product Development, Onboarding, Solutions, Service Management, etc.) for faster resolution of issues.Take ownership of the Implementation and Delivery of Doddle (Returns) products in the region.Qualifications: Fluency in Japanese and English.Ability to act as the voice of the customer.Strong customer facing communication skills.Ability to communicate complex information to non-technical stakeholders.Prior account management or relevant experience managing customers.Experience managing complex or large enterprise accounts.A technical background with exposure to SaaS and cloud-based solutions would be a plus.Our ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.