Business Overview Rakuten Group, Inc. is the largest e-Commerce company in Japan,and alsoprovides a variety of consumer and business-focused services including Travel, Banking, Securities, Credit Card, e-Money, Online Marketing and Professional Sports.
Department Overview The vision of the Customer Experience Departmentis to change the world’s view of what is possible with AI by creating incredible experiences that just work’.
We propose, design, and build AI experiences that bring joy and value to Rakuten businesses, and our mission is to bring these experiences to the world.
We build Conversational AI products such as text and voice chatbots and IVR, and we are also incubating new AI products and services using building blocks of AI technology : speech recognition, natural language understanding, computer vision and more.
As the Manager of our Customer Success Group, you will lead a team of Customer Success professionals, each owning a portfolio of customers in a specific vertical : Mobile, eCommerce, Fintech, Travel, and so on.
Your role will be to set the vision for how this group operates, provide leadership, mentorship, best practices, and strong business acumen to maintain and grow the team’s skills at customer relationship building.
In our department, Customer Success is a consultative role, focusing on listening to our customers, uncovering pain points, and leveraging our analytics, product management, and UI / UX teams to come up with solutions.
Responsibilities : Lead, grow, and mentor our Customer Success Group to execute our vision Manage OKRs, strategy, pricing, updates and KPIs for executive reporting Be the face of our department to leaders including C-level executives at all our key accounts Ensure customers are qualified properly, that ROI is clear at the start of projects, and that we manage internal and external stakeholders transparently and honestly Mandatory Qualifications : 5+ years working in Customer Success or a role with similar responsibilities MBA or similar knowledge and experience gained from work experience Proven experience and success managing business relationships, developing ROI models, and ability to execute and show value Impressive executive presence and communication skills Ability to effectively communicate at all level of the organization, including senior executives Empathetic, consultative, positive attitude with a desire to help our customers reach their goals Strong passion for AI adoptionand being customer and data-driven Fluent Japanese, Business level English Desired Qualifications : Experience with customer support automation A high-level understanding of AI technology and how data is used to build machine learning models Working knowledge of conversational AI building blocks from speech recognition (ASR), text-to-speech(TTS), Natural Language Understanding (NLU), Analytics and reporting #business #technologymanagement #technologyservicediv