Customer Success Manager

As the Customer Success Manager, you will be responsible for managing the total Customer portfolio of products and services via end-to-end engagement, defining the opportunities beyond the contract delivery (product launch, project, or program) to ensure the Customer is optimally using HERE products and services. You understand the Customer’s needs and acts as the Customer advocate with key HERE stakeholders to ensure we are exceeding expectations in developing and delivering valued solutions.

Your responsibilities are as follows:

• Leading the engagement for key & strategic accounts across the customer portfolio of HERE Products & Services in Japan

• Project/Program Management - Executing specifically for the assigned Key accounts/ major programs. Making sure the agreed milestones are achieved and deviations are reported.

• Ensuring end-to-end customer engagement on all delivery and support aspects of the assigned accounts through the life cycle of the customer. End-to-end delivery management

• Overseeing delivery to customers on time, at agreed quality and within the approved budget

• Managing multiple customer projects/programs from scoping via requirements gathering

  through product launch and activation for all Customer segments supplied by HERE.

• Managing customer needs internally to ensure internal initiatives reflect customer business

  and technical requirements.

• Determining and executing solutions to problems encountered during programs.

  Acting as the customer advocate/voice of customer

• Serving as the Voice of the Customer (VOC) from the product and technical perspective,

  capturing the spoken and unspoken needs of customers and communicating regularly with the

  various HERE product teams to help drive the future roadmaps of the HERE product portfolio.

• Leading, as the primary interface to the customer and ensuring all aspects of customer

  engagement are being implemented efficiently and seamlessly as defined through SOWs,

  Contracts, or Plans of Record (POR)

• Driving customer engagement governance through regular internal and customer team

  meetings, summits, workshops, or steering committee meetings and lead the process for dispute and issue resolution.

• Supporting the sales organization with RFx. Monitoring RFQ feedback and assigning resources in order to have an on time and in quality feedback agreement with the customer expected dates

• Aligning with the Sales Leadership on all key opportunities to be supported and plan resource capacities accordingly for the post-sales support and implementation.

You are someone with a high level of expertise in strategic relationship management, leadership, networking, and commercial awareness, as well as the ability to influence positive outcomes from stakeholders.You will be successful in this role if your have the following skill, competencies and work experience:

• A degree in computers, engineering or related fields
• 7 + years of technical experience (content / data / engineering) with a sales / pre-sales/post sales track record or equivalent technically oriented management function
• Strong track record of managing customer relationships, including delivery of large-scale programs to market and successful project management.
• Excellent consultative / advisory skills with an aptitude for strategic thinking, proactive risk
• Validated experience in establishing and maintaining strong cross-team working relationships and collaboration
• Ability to quickly understand complex situations, to proactively provide creative solutions to problems and to prepare and obtain decisions on time
• Strong leadership / lobbying skills with the ability to influence people outside of one’s own managerial matrix and a track record of solid cross-functional stakeholder management skills and collaboration
• High level of fluency in English and Japanese ( Written and Spoken)
• PMI /PMP certifications are nice to have

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.