The Senior Client Relationship Manager will be responsible for the implementation, support, and proactive customer care of our software products, Legal Tracker and HighQ, for our clients. This role will involve maximizing the lifetime value of existing clients and preventing contract cancellations through proactive customer success activities. These activities will include communication with existing clients through online platforms, email, phone, and in-person visits. Additionally, the role will involve identifying opportunities for upselling and cross-selling to existing clients and passing on generated leads to the new business sales team. The primary focus will be on the enterprise segment.

シニア クライアント リレーションシップ マネージャーは、クライアント向けのソフトウェア製品である Legal Tracker および HighQ の実装、サポート、および積極的なカスタマー ケアを担当します。この役割には、既存のクライアントの生涯価値を最大化し、積極的なカスタマー サクセス活動を通じて契約のキャンセルを防ぐことが含まれます。これらの活動には、オンライン プラットフォーム、電子メール、電話、および直接訪問による既存のクライアントとのコミュニケーションが含まれます。さらに、既存のクライアントにアップセルおよびクロスセルの機会を提案し、生成されたリードを新規ビジネス セールス チームに渡す責任もあります。主な焦点はエンタープライズ セグメントになります。

About the Role

Main Responsibilities:

Manage customer engagement and contract renewalsIdentify and create upsell and cross-sell opportunities and introduce them to the new business sales teamNegotiate price increases with clients at renewal timeOversee the handover process from the product services team after implementationExecute customer experience programs such as onboarding, user training, and consulting, and create necessary documentationLearn product training and use cases from the global team and localize themDevelop and execute plans to promote usage and retain customersServe as the primary point of contact for customer inquiries and escalate issues to the global support team for resolutionUse SFDC to manage customer information and personal tasks

Targets:

Achieve retention targetsMeet upsell and cross-sell lead generation targetsMeet price increase targets at renewal time

主な責任:

顧客エンゲージメントと契約更新を管理します。アップセルとクロスセルの機会を特定して作成し、新規ビジネス セールス チームに紹介します。更新時にクライアントと値上げを交渉します。製品サービス チームによる実装後の引き継ぎプロセスを監督します。オンボーディング、ユーザー トレーニング、コンサルティングなどのカスタマー エクスペリエンス プログラムを実行し、必要な説明資料を作成します。グローバル チームから製品トレーニングと使用例を学習してローカライズします。使用を促進し、顧客を維持するための計画を策定して実行します。顧客からの問い合わせの連絡担当者として機能し、グローバル サポート チームに問題をエスカレートして解決します。SFDC を使用して顧客情報と個人タスクを管理します。

ターゲット:

維持目標を達成します。アップセルおよびクロスセルのリード獲得目標を達成します。更新時の価格改定率を満たします。

About You

Commitment to the legal industry and a desire to build strong business relationshipsStrong communication skills to convey the value and benefits of products and servicesAbility to demonstrate the product's role as a key solution to customer challengesStrong motivation and ability to achieve targetsSelf-motivated and team playerFlexible and adaptable mindsetAbility to manage time effectively and prioritize tasksCustomer-oriented and results-driveEnjoys change and growth

Skills and Experience:

Japanese: Fluent (able to conduct business conversations and create documents in Japanese); English: AdvancedExperience with customer success, consulting, or account management for software productsProficient in using PC (Windows) and MS Office products (Teams, Excel, Word, Outlook, PowerPoint)Experience with CRM/SFA systems (experience with Salesforce.com is a plus)

必要なスキルと能力:

法務分野への取り組みと、強力なビジネス関係を構築する意欲。製品とサービスの長所と利点を伝えるための強力なコミュニケーション スキル。顧客の課題に対する主要なソリューションとしての製品の役割を実証する能力。目標を達成するための強い決意と能力。自発的でチーム プレーヤーであること。柔軟で順応性のある考え方。時間を効果的に管理し、タスクの優先順位を付ける能力。

好ましい考え方:

顧客志向で結果重視。変化と成長を楽しみます。

スキルと経験:

言語：

日本語: 流暢（日本語で商談や文書作成ができる）英語: 上級ソフトウェア製品のカスタマー サクセス、コンサルティング、またはアカウント管理の経験。PC (Windows) および MS Office 製品 (Teams、Excel、Word、Outlook、PowerPoint) の使用に精通していること。CRM/SFA システムの経験 (Salesforce.com の経験があれば尚可)。

#LI-SC1

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