Senior Customer Success Manager - Japanese

The Opportunity

Our purpose is simple, build moments that matter between people and the brands they love. We enable brands to expand their global reach to over 260 countries, facilitating simple and detailed e-commerce experiences for consumers worldwide. Our integration solutions deliver a full international checkout experience, including local duties, taxes, fulfilment, delivery management, global returns, and payment processing capabilities.

We are looking for a dynamic Strategic Account Manager to develop and drive the account strategy for our enterprise clients. You will be located in the ESW Asia office in Singapore and work with a cross-functional team to develop strategies and stay informed of the latest trends and technological advancements in the retail e-commerce space and cross-border fulfilment.

Responsibilities

• Develop and drive the account strategy for clients in partnership with sales and other internal customers.
• Lead a portfolio of clients, ensuring they consistently meet/exceed revenue and profit objectives.
• Lead and cultivate client relationships at all levels, strengthening and broadening ESW’s reach and coverage, as measured by client happiness.
• Be responsible for the roadmap of strategic programs and improvement initiatives.
• Partner with the relevant internal functional owners to ensure overall performance in accordance with client contracts, SLAs, and ESW business goals.
• Drive account improvement initiatives in growth, innovation, service, profitability, and cost optimisation in partnership with the client and internal functions.
• Liaise with internal departments to ensure that client issues are handled promptly and efficiently.
• Become a guide on the client’s industry and business to ensure we bring our clients the best solutions and programs to increase revenue.
• Own all crucial communication, providing our client updates on SLA performance, key programs, and solution schedules.
• Supervise and analyse client forecasts, trends and critical metrics, communicating the relevant impact to internal team members.

Requirements

• Shown experience of working as a key account manager or client relationship manager.
• Strong communication skills and fluency in English and Japanese.
• In-depth knowledge of the B2C e-commerce industry, preferably within an online retail environment.
• Strong discernment and commercial skills, with validated client contract management success.
• Experience in leading planning workshops with Clients to resolve future road-map schedules for a breadth of client solutions.
• Strong account management field, process and structure.
• Excellent relationship-building and influencing skills.
• Ability to perform financial and numerical analysis, with a solid understanding of MS Office tools, especially Excel and Word, for reporting and documentation purposes.
• Bachelor’s degree or equivalent experience in Business/Management or a related field.

What's on offer?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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