Senior Customer Success Manager

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WHO WE ARE

Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure. 

WHAT WE ARE LOOKING FOR

We are looking for a passionate, motivated, and driven individual to provide exceptional support throughout the lifecycle of a portfolio of Tealium customers. The ideal candidate will have both the technical and customer facing skills to resolve customer issues at a high rate, be knowledgeable enough in the digital marketing and data landscape to lead strategic conversations with our customers and provide value to users by ensuring that we offer world class customer support.  Additionally, this role will be expansion focused and require a proven track record of growing revenue across a book of business. Through this role customers will achieve maximum value in their investments leading to retention, renewal, upsell/expansion, and referrals.

Candidates must be located in Tokyo. Remote first company but a hybrid role.

YOUR DAY TO DAY

• Own the engagement, retention, and growth of your customers by building and nurturing relationships and ensuring the success of their strategies.

• Build and foster relationships with senior executives in business, IT and other various business units within our customer base.

• Work to drive customer product adoption and high utilization resulting in exceptional retention.

• Monitor health indicators, usage data, renewal dates and growth opportunities.

• Translate business challenges into Tealium features to address customer needs.

• Evangelize customer success stories and customer success systems and processes.

• Proactively identify risk and work with the account team to develop and execute risk mitigation plans.

• Work closely with sales on identifying growth opportunities.

• Gain a working knowledge of the Tealium products to provide best practices and successful account plans.

• Help resolve technical challenges faced by customers, either directly or with global team resources.

• Manage renewal and expansion opportunities proactively, reporting updates and changes to executive leadership

• Native level Japanese *both written and spoken is required as your clients will be Japan based.

WHAT YOU BRING TO TEALIUM

• BA/BS Degree from an accredited university required

• 5+ years of recent experience in any of the following categories: Account Management/Professional Services/Consulting/Customer Success or Business Development

• You have a proven track record of managing a book of business, achieving targets and quota requirements

• You have experience managing large, complex projects and/or programs and can demonstrate resolutions directly to customers

• You have experience leading technical conversations and persuading others to take action based on requirements and value provided by solutions

• You have experience working cross functionally with several teams and proven track record of positively influencing decision makers in other departments including Sales, Ops, Legal, Finance among others

• 3+ years of recent experience is required, e.g., implementing Tealium or other like products

• 4+ years of recent experience in Professional Services/Consulting/Customer Success/Business Development

• Passion for customer success & excellence

• You have a history of success as a consultant, pre-sales, technical account management, or equivalent

• You have a proven track record of achieving targets and goals

• You have experience managing large, complex projects and/or programs

• You have experience leading technical conversations and persuading others to take action based on requirements and value provided by solutions

• You have handled complex customers or situations and can demonstrate resolutions

• You have worked within a team environment with sales and services peers

WHY YOU WANT TO WORK HERE

At Tealium,  we don’t just offer the ordinary, we provide the extraordinary: 

• Tealium WOWs (Ways of Work), our award winning culture is how with think, act and connect together at Tealium
• Mosaic, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries
• Tealium Cares, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually
• Tealium Connects (remote-first working), enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment
• Tealium Ownership, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants 
• Tealium Time, unlimited paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays
• Healium, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness
• Healium Be-Well Break, an annual all-company paid shutdown to provide a true break for us all
• Tealium LIFT (Learning is Facilitated at Tealium), offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs
• Health and Related Benefits Programs, offering market competitive benefits programs

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