Customer Success Manager (Japan Remote)

Overview

• Manages a portfolio of complex clients handling contract renewals complex escalations and account growth.
• Builds strong relationships with decision-makers to scale accounts.
• Mentors and supports team members.
• Ensures customers get the most value from solutions retaining them and growing usage and adoption.

Responsibilities: 

• Manages a portfolio of accounts ensuring client success and satisfaction.
• Partners closely with customers to understand their pain points business needs and objectives and to sell the value of Tii products.
• Provides robust expert support and advice about Tii products features and opportunities enabling client accounts to grow.
• Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.
• Effectively communicates the value proposition of Tii products and services to clients.
• Works with all members of the GTM team to analyze client data identify growth opportunities and prepare plans to address issues and realize growth opportunities.
• Passes proactive feedback about products/features/problems from clients to internal stakeholders representing the voice of the client.
• Works with all members of the GTM team to ensure Tii are building and maintaining strong long-lasting customer relationships.
• Executes a strategic plan to expand the customer base from within the existing accounts managed.
• Liaises closely with Sales/T&I Teams to take a hand-over on accounts ensuring a seamless service experience for the client.
• Works closely with Marketing regarding the communication and lead generation events required in the market/area.
• Ensures that all internal systems processes and ways of working are fully completed timely and diligently in line with company standards.
• Communicates effectively between the Client/Customer and Product teams and documents Client/customer requests appropriately.
• Strong team player Coaches advises and supports Sales team members acting as a mentor or a buddy to other members of the team.
• Tracks own performance provides general data and reports and updates as required.
• Generates referral leads for the Sales team through customer networks and relationship building.
• Actively progresses own personal development.

Qualifications :

Requirements

• Excellent communication skills with the ability to engage and influence stakeholders at all levels.
• Minimum of 3 years of sales experience preferably in a B2B environment.
• Proven experience in strategic account management business networking and relationship development.
• Background with global or enterprise organizations or similar companies known for a consultative solution-based sales approach.
• Strong farmer mindset focused on nurturing existing client relationships and driving long-term growth.

• Experience using Salesforce CRM for pipeline and customer relationship management.
• Familiarity with Gainsight or other customer success platforms.
• Interest or knowledge in the future of AI and its applications in business or education technology.

TII Elements:

• Relationship Building 
• Curiosity 
• Accountability 
• Educator

Additional Information :

Total Rewards @ Turnitin
At Turnitin we believe Total Rewards go far beyond pay. While salary bonus or commission are important theyre only part of the value you receive in exchange for your work.

Beyond compensation youll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. Youll also thrive in a culture free of politics surrounded by humble inclusive and collaborative teammates.

In addition our extrinsic rewards include generous time off and health and wellness programs that provide choice flexibility and a safety net for lifes challenges. Youll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitinit is the core of our products the way we treat each other and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when its hard.
• One Team: We strive to break down silos collaborate effectively and celebrate each others successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• Self-Care Days
• National Holidays*
• 2 Founder Days Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and unleash your potential alongside us join our team!

Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Remote Work :

Yes

Employment Type :

Full-time