Client Success Manager - APAC
Description
Position: Client Success Manager
Location: Remote based in Tokyo, Japan
Do you want to use your client success expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company with 500+ employees—where you can have maximum impact.
LRN works to propel organizations forward with the partnership, knowledge, and tools to build ethical culture. More than 2,800 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform
LRN is seeking a Client Success Manager to maintain relationships and ensure value delivery within our existing customer base. In this role, you will be one of two primary points of contacts for clients with the other being a delivery Project Manager. You will work closely with the Project Manager and other LRN teams to ensure successful adoption and utilization of the LRN solution set (library content, platform, bespoke learning solutions, and advisory consulting). You will be an ambassador for LRN by being a trusted strategic advisor to our clients, a strong customer advocate, and the link between LRN and our existing customer base.
The individual in this role will have the opportunity to:
- Acting as the strategic partner between LRN and several of our most important and strategic clients by building relationships with multiple contacts and buying centers.
- Participating in the planning process with clients regarding the deployment and utilization of LRN’s licensed solution set
- Proactively analyzing client health metrics, and usage of products and content, and recommending optimization and improvements as appropriate.
- Executing on-going formal Program / Business Reviews with client stakeholders and sponsors
- Monitoring all account work streams and projects (i.e., working with internal teams to ensure client satisfaction
- Managing all commercial aspects of the relationship including contract amendments, recognition forecasting, statement of work, pricing, and service credits
- Grow existing accounts by finding new buyers and introducing new and/or enhanced LRN products/solutions to existing buyers
- Representing the voice of our clients to internal teams including sales, content and technology
Requirements
Qualifications and skills:
- Minimum of three years of solid client-facing relationship or account management with experience retaining and expanding a book of existing accounts
- Exceptional relationship development and management abilities and a proven commitment to customer service
- Experience supporting individuals who are using a SaaS business application
- Ability to bring clarity, structure and discipline to a variety of situations and environments and experience working with complex projects
- Extremely effective written, oral, and presentation communication skills
- Strong Microsoft Office skills and a working knowledge of technology and system interfaces
- Familiarity with Salesforce.com
- Knowledge of Customer Success Management tools like Gainsight
- Knowledge of Ethics and Compliance learning space and/or working with learning platforms and solutions
- A high degree of ethics and integrity and a desire to help organizations do the right thing and to pursue LRN’s mission of inspiring principled performance
Benefits
What we offer:
- Competitive compensation
- Flexible working schedule
- PTO plus Japanese public holidays
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.