Customer Success Advisor

Customer Success Advisor

What you can expect

You will support Japanese customers through email-based guidance on product adoption and onboarding. You will analyze usage patterns create training content and execute engagement initiatives to drive value realization. You will help customers maximize their investment in Zoom solutions and prevent churn through proactive support. You will be based in Tokyo and report to the local Japan CSM manager.

About the Team

We ensure customers achieve their business goals through our products. We build trusted relationships and drive adoption through consistent execution. Our team serves as the bridge between customer success and product value.

What were looking for

• Have 3 years of experience in customer success customer support or customer-facing roles
• Read and write in English for internal communication and documentation purposes
• Have a professional business level in written Japanese at business level particularly for email correspondence
• Be able to solve problems independently by researching information and providing accurate responses without supervision
• Be able to create response templates FAQs and customer-facing documentation

このポジションについて

ZoomのカスタマーサクセスチームではカスタマーサクセスアドバイザーCSAを募集しています本ポジションはNamed CSMが担当しない日本のお客様に対してメールを中心としたカスタマーサポートおよびプロダクトアダプション支援を行う役割です東京オフィスを拠点とし日本のお客様に対してタイムリーかつ質の高いサポートを提供していただきます

チームについて

カスタマーサクセスチームはZoomのお客様がプロダクトを最大限に活用しビジネス目標を達成できるよう支援する重要な役割を担っています私たちはお客様との信頼関係を構築しプロダクトの利用促進を通じてお客様の成功とZoomの成長を両立させることを目指しています

業務内容

• Named CSMが担当しないお客様からの問い合わせオンボーディングアダプションベストプラクティス等にメールで対応
• お客様のプロダクト利用状況を分析し利用促進離脱防止のためのマスアプローチを実施
• 離脱リスクが特定された場合社内アカウントチームとの連携やエスカレーションを実施
• リニューアルに向けたアダプションレビューおよびビジネスバリューの提示
• Zoom製品Zoom PhoneZoom RoomsAI CompanionWebinar等に関する日本語トレーニング動画Clipsの作成
• お客様向けのトレーニングの企画実施
• お客様向けのオンボーディングリソーステンプレートメールの作成
• すべてのお客様とのやり取りインサイト成果をCRMに記録

応募要件

• 3年以上のカスタマーサクセスカスタマーサポートまたはそれに準ずる顧客対応業務の経験
• ビジネスレベルの日本語力特にメールでの読み書き能力
• 英語の読み書き能力社内コミュニケーションドキュメント作成に使用
• 自ら情報を収集し調査した上で回答できる自主的な問題解決能力
• 対応テンプレートやFAQの作成経験

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role Hybrid Remote or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness our benefits program offers a variety of perks benefits and options to help employees maintain their physical mental emotional and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise and today help people communicate better with products like Zoom Contact Center Zoom Phone Zoom Events Zoom Apps Zoom Rooms and Zoom Webinars.
Were problem-solvers working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative growth-focused environment.

Our Commitment

At Zoom we believe great work happens when people feel supported and empowered. Were committed to fair hiring practices that ensure every candidate is evaluated based on skills experience and potential. If you require an accommodation during the hiring process let us knowwere here to support you at every step.

If you need assistance navigating the interview process due to a medical disability please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests such as application follow-ups or technical issues will not be addressed.

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