Customer Success Manager (Japan)

About Us One Concern is a Menlo Park, California-based technology company that brings disaster science together with machine learning to quantify risks from catastrophic perils (e.g. earthquake, flood, wildfires, and climate change), empowering leaders to measure, mitigate, and monetize risks like never before. Founded at Stanford University, One Concern enables enterprise and government customers to embrace a disaster-free future, through AI-enabled technology, policy, and finance. By combining data science and natural phenomena science, we are pursuing a vision for planetary-scale resilience. One Concern has raised over US $100M to date and is backed by top-tier investors including New Enterprise Associates (NEA), Sozo Ventures, Geodesic Capital, and others. One Concern is growing rapidly and we are looking for passionate, motivated, and high-reaching people to join our team. One Concern Japan is a small and growing team that has a startup mentality and is on the frontline for our efforts in Japan. The Japanese market is of strategic importance to One Concern, and we partnered with a strategic partner to deploy our products in the Japanese market. As a Customer Success Manager, you will be one of the key members of our Japanese Customer Success team, reporting directly to the Customer Success Director in Japan. You will lead efforts to deploy One Concern products and manage customer success activities across multiple local municipalities. We are a startup focused on global resilience. Our market is young, but our mission is important. Our people are talented and passionate. If this excites you, let’s talk!

What You'll Do

• Closely work with Business Development team in transitional phase from pre-sales to post-sales to understand customers’ pains, needs, and wants.
• Assess how our products can address customers’ pain points and come up with success metrics for customer engagement.
• Consult on best practices, creative solutions, and ways to use One Concern’s products to create impactful implementations.
• Maintain an understanding of customers' strategic goals to position yourself as a trusted expert and advisor with your customers.
• Identify and address business and technical risks/issues to remove roadblocks, and engage appropriate internal escalation processes.
• Educate and coach both customers and partners, and deliver value to your customers using One Concern products.
• Collaborate with customers and partners to collect their feedback, assess impacts on their business and come up with solutions which may add more value to customers.
• Navigate internal product and technology teams in US HQ by giving customers’ feedback with sufficient local context that our teams are not much familiar with. E
• Enhance One Concern’s value propositions by sharing knowledge of customers’ needs and challenges

Qualifications & Experience

• 5+ years of experience within a Professional Service, Customer Success, or Service Delivery role in the Japanese market, preferably with a top-tier consulting firm OR with a product company deploying SaaS products in the Japanese market.
• Strategic thinking and problem-solving .
• Motivation to learn new things.
• Strong aptitude for technical/software products.
• Oral and written communication skills in Japanese at the native speaker level.
• English language skills are preferred, but not required.
• Advanced documentation and presentation skills.
• Strong attention to detail.
• Open to travel all over Japan.
• BS/BA or equivalent level degree

Nice to Haves

• Experience engaging with clients in the public sector and/or Japanese large enterprises especially in financial industry.
• Experience as a consultant at a business and/or IT consulting firm.
• Experience consulting in the natural disaster and/or risk management space.
• Experience in data analytics and business intelligence tools.
• Experience working with an international and/or geographically distributed team.
• Experience at an early-stage SaaS startup

One Concern is an equal-opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, natural origin, gender, sexual orientation, age, marital status, veteran status, or disability status.