Job Description:

DataRobot is the leader in Value-Driven AI, a unique and collaborative approach to generative and predictive AI that combines an open platform, deep expertise and broad use-case experience to improve how organizations run, grow and optimize their business. The DataRobot AI Platform is the only complete AI lifecycle platform that interoperates with an organization’s existing investments in data, applications and business processes, and can be deployed on prem or on any cloud environment. Global organizations, including 40% of the Fortune 50, rely on DataRobot to drive greater impact and value from AI.

DataRobot’s Customer Success Manager is a technically astute communicator with outstanding project management and organization skills. Working with a portfolio of customers,  you guide the entire customer journey from onboarding to mastery and expansion. You will lead customer-facing interactions and engage with other resources across DataRobot, such as customer-facing data scientists, field engineers, support, and our subject matter experts to remove obstacles and accelerate the client’s path to renewal and expansion.  The objective of the role is to help customers implement mission-critical AI systems and realize business value through their investment in DataRobot. Your success will be measured by product adoption and client usage, retention, expansion, and revenue. DataRobot wants to transform every business into an AI-driven enterprise, and the Customer Success Manager plays a pivotal role in that mission.

Key Responsibilities:

Serve as the primary point of contact for your portfolio of existing customers.

Understand the customer’s business and desired outcomes to achieve success that secures long-term renewals.

Build strong relationships with economic buyers, business champions, and technical champions.

Manage the delivery of the customer’s initial onboarding program.

Responsible for product demonstrations to customers.

Maintain a regular communication cadence with the client, including quarterly business reviews.

Drive customers to expand adoption of the platform for net new projects

Communicate effectively internally and externally.

Collaborate closely with team members to support customer accounts

Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics.

Document updates on customer health and progress toward customer milestones in Salesforce and other internal systems.

Resolve technical inquiries and problems from customers.

Collaborate with external sales agents to successfully serve existing customers.

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Knowledge, Skills & Abilities:

BA/BS required, preferably in a technical field.

2-4+ years in customer success, account management, or project management roles, preferably in a product-driven environment.

Strong organizational and project management capabilities.

Excellent communication and presentation skills in Japanese with keen attention to detail.

Intermediate level of fluency with the English language.

Strong orientation towards teaching and enablement.

Data-driven, analytically oriented, with a commitment to process improvement.

Reliable and accountable, delighting customers with above-and-beyond follow-through.  

Proactive, taking the initiative to get things done on behalf of clients.

Ability to manage own workload, work efficiently, and meet deadlines.

Domain knowledge, either in the financial industry or manufacturing industry, is required.

Experience working as an engineer is a must.

Nice to have:

Experience with SaaS/software and data analytics-related products is a plus.

Experience in Analytics or technical disciplines is a plus.

ポジション概要

DataRobotのカスタマーサクセスマネージャーは、卓越したプロジェクト管理と組織スキルを持つ、技術的に鋭いコミュニケーターです。顧客ポートフォリオと連携し、オンボーディングからマスター、拡張までのカスタマージャーニー全体をサポートします。お客様とのやり取りをリードし、お客様担当のデータサイエンティスト、フィールドエンジニア、サポート、各分野の専門家など、DataRobot全体の他のリソースと連携して、障害を取り除き、お客様の更新と拡大への道を加速します。この職務の目的は、お客様がミッションクリティカルなAIシステムを導入し、DataRobotへの投資を通じてビジネス価値を実現できるように支援することです。あなたの成功は、製品の採用と顧客の利用、維持、拡大、収益によって評価されます。DataRobotはすべてのビジネスをAI主導型企業に変革したいと考えており、カスタマーサクセスマネージャーはそのミッションにおいて極めて重要な役割を担っています。

主な職務

既存顧客ポートフォリオの主要な窓口となる。顧客のビジネスと期待される成果を理解し、長期的な更新を成功させる。エコノミーバイヤー、ビジネスチャンピオン、テクニカルチャンピオンとの強固な関係を構築する。顧客の初期オンボーディングプログラムの提供を管理する。顧客への製品デモンストレーションを担当する。四半期ごとのビジネスレビューなど、顧客との定期的なコミュニケーションを維持する。新規プロジェクトでのプラットフォーム採用を促進する。社内外との効果的なコミュニケーションを推進する。チームメンバーと密接に協力し、顧客アカウントをサポートする。定期的な顧客との対話を通じて、また健全性と採用の指標を監視することにより、顧客の健全性と状況を包括的に理解する。Salesforceやその他の社内システムにおいて、顧客の健康状態やマイルストーンに向けた進捗状況のアップデートを文書化する。顧客からの技術的な問い合わせや問題を解決する。外部販売代理店と協力し、既存顧客へのサービスを成功させる。

求められる知識、スキル、能力

学士/BS必須、技術系が望ましい。2-4年以上のカスタマーサクセス、アカウントマネジメント、プロジェクトマネジメントの職務経験（製品主導の環境であることが望ましい）。強い組織力とプロジェクト管理能力。日本語での優れたコミュニケーション能力、プレゼンテーション能力。指導と能力向上を強く志向する方。データドリブン、分析志向、プロセス改善へのコミットメント。信頼性が高く、責任感があり、それ以上のフォロースルーで顧客を喜ばせることができる。 積極的で、顧客のために率先して物事を成し遂げることができる。自らの仕事量を管理し、効率的に業務を遂行し、期限を守ることができる。金融業界または製造業界におけるドメイン知識が必要。エンジニアとしての実務経験は必須。

あれば尚可

SaaS/ソフトウェア、データ分析関連製品の経験。アナリティクスまたは技術分野の経験。中級レベルの英語力。

The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!

DataRobot Operating Principles:

Wow Our CustomersSet High StandardsBe Better Than YesterdayBe RigorousAssume Positive IntentHave the Tough ConversationsBe Better TogetherDebate, Decide, CommitDeliver ResultsOvercommunicate

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