Job Description:

Business Overview

The Technology Platforms Division (TPD) drives the growth of the Rakuten Ecosystem by delivering innovative, high-quality technology platforms characterized by integrated control and strategic partnerships.

Within TPD, the Ecosystem Platform Supervisory Department (EPSD) develops scalable and reliable platforms that support the entire Rakuten Ecosystem globally, fostering a culture of ownership and data-driven decision-making.

Department Overview

The Ecosystem Platform Enablement Department (EPED) is responsible for optimizing and standardizing the delivery of our ecosystem platform services across the organization. We focus on driving strategic and collaborative innovation to maximize value for both clients and internal stakeholders.

Position:
Position Details

We are seeking a highly motivated and customer-centric Technical Customer Success Manager to join our dynamic team. In this role, you will be instrumental in accelerating the adoption and expansion of Membership Platform products in our ecosystem by guiding new and existing clients through their onboarding journey, providing exceptional client support, and actively contributing to the continuous improvement of our customer success operations.

Key Responsibilities
- Proactively manage and execute the end-to-end onboarding process for new clients onto our Membership Platform products, ensuring a smooth and timely activation experience

- Monitor onboarding progress and identify potential roadblocks, proactively working to resolve them to meet agreed-upon timelines

- Serve as the primary point of contact for technical client inquiries, providing timely, accurate, and professional support while adhering strictly to established Service Level Objectives (SLOs). Quickly escalate complex issues to product teams when needed

- Actively identify, analyze, and propose innovative ways to enhance existing customer support processes, tools, and workflows to improve operational efficiency and client experience

- Drive the implementation of approved process improvements, collaborating with relevant stakeholders and documenting changes effectively

- Build strong, positive relationships with clients, fostering trust and becoming a trusted advisor for their platform needs

- Collect client feedback and insights, acting as the voice of the customer internally to inform product development and strategic initiatives

- Discover cross-selling opportunities to increase use of other tech products in our ecosystem

Mandatory Qualifications:

- 5 to 8 years of experience in a customer-facing role (e.g., as Technical Account Manager, Technical Customer Success Manager, Technical Support) preferably within a SaaS, technology, or platform-focused company

- Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, or a related field

- Proven experience onboarding customers to complex technical platforms/products and supporting various client support activities

- A strong passion for learning and a demonstrated ability to quickly develop a firm understanding of complex technical platforms/products, and their underlying technologies
- Exceptional communication skills (written and verbal) and expertise in managing strong relationships with diverse clients and stakeholders (e.g., with Product/Engineering, Sales teams)

- Strong analytical, problem-solving and critical thinking abilities, with a proactive approach to addressing customer needs

- Excellent organizational skills with the ability to manage multiple priorities and projects simultaneously

- High degree of professionalism with the ability to work independently and as part of a collaborative team

- Business Level English skills

- Business Level Japanese skills

Desired Qualifications:

- Leadership experience (e.g., as Team Lead or Tech Lead)

- Proficiency with JIRA, Confluence

- Proficiency with CRM software (e.g., Salesforce), help desk systems (e.g., Zendesk)

- Familiarity with automation tools and technologies, experience using AI at a workplace

- Knowledge of process improvement methodologies such as Lean, Six Sigma, or BPMN

- Experience in data analytics

- Knowledge in ROI calculations

#engineer #customersupport #technologyplatformdiv

Technical Customer Success Manager, MPD Group - Ecosystem Platform Enablement Department (EPED)