About Customer Success Group:
The Customer Success Group's （CSG） mission is to help our customers succeed. We build relationships with our customers, understand their business, and drive value－based outcomes. Our motto for our customers is ”Your success is our success.
The Customer Success Group’s （CSG） Offer Management team is responsible for managing the portfolio and lifecycle of products, including support and services, that the CSG provides to customers. The team collaborates with the global teams and the relevant departments in Japan and Korea, with the mission to provide the best offering to our customers. We maintain a multi－year roadmap for our portfolio, develop research－backed business cases for offer development and positioning, and manage the entire portfolio from design to end of life. We adhere to a governance framework to effectively manage and coordinate cross－functional work.
The CSG Offer Management Senior Product Analyst will play a crucial role in supporting the Success Plan and Professional Services go to the market effort, ensuring that the products are easy to buy and sell, deals are reportable and easy to track, sales data is accurate and complete, and that the sales processes are efficient and aligned with the license sales organization.
The Senior Product Analyst is responsible for managing CSG's portfolio of success plans and professional services offerings. As the market, product, and customer needs change, you will lead the ongoing product change management to ensure customer success and readiness for new and acquired products.
－ Lead Success Plan portfolio and lifecycle management and go－to－market projects.
－ Lead Professional Services portfolio and lifecycle management and go－to－market projects.
－ Lead the development of readiness for new and acquired products in CSG
－ Identify and understand information related to Success Plan and Professional Services portfolio and lifecycle in the US headquarters and communicate this information to CSG leadership and other stakeholders in Japan and Korea.
－ Identify and understand information on new and acquired products in the US and Japan and communicate to CSG leadership and other stakeholders in Japan and Korea.
Lead global feedback and optimization of offerings based on an understanding of portfolio and service menu issues in Japan and Korea through close communication with CSG delivery leaders and Solution Advisors and analysis of statistical information.
－ Strong passion for customer success
－ 5＋ years of service or support delivery experience in the IT industry
－ Extensive experience in project management and strong leadership skills
－ Strong communication skills with the ability to negotiate with members of management
－ Strong Japanese communication skills with the ability to discuss with Japan team members
－ Strong English communication skills with the ability to discuss with global team members
－ Strong sense of responsibility and mental toughness to carry out tasks to the end
－ Strong interest in new products and willingness to learn
－ Experience in product management of services
－ Consulting skills with the ability to understand issues and come up with solutions
－ Experience and knowledge of Salesforce product
－ Experience in product marketings
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