Customer Success Manager

Customer Success Manager

The Financial Times is one of the world's leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you're given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you'll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you'll discover new skills and forge a career that can take you anywhere.

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Tokyo, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will be responsible for growing engagement of readers on B2B corporate subscriptions to demonstrate the value that an FT.com subscription can deliver to the prospective customer's organisation. In addition you will work strategically with your sales counterpart on a small number of accounts to increase engagement and grow low value, high potential customer accounts.

Strategically manage a set of accounts and deliver bespoke action and engagement strategies based on customer and FT business objectives

Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals

Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly

Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes

Provide technical and product expertise to customers on FT content, tools and delivery solutions

Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfilment and renewal

Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes

Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience

Collaborate with other FT teams, e.g. product, customer support and editorial, to deliver against customer priorities

Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region

Keep up to date with new product developments and make recommendations to improve internal processes, systems and products

Report on key performance indicators (KPIs) within your accounts., engagement and customer loyalty (Net Promoter Score)

Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach

Proven ability to build relationships with customers/stakeholders

Good questioning skills and an enquiring mind

Comfortable working on multiple accounts/ trials with sales team

Excellent communication and presentation skills, both written and verbal

Ability to align product and service features to customer needs/outcomes

Demonstrates good collaboration with other teams and influencing skills

Can use data to help prioritise and report progress

Demonstrates a high level of initiative and self-motivation

Has to be comfortable working in a fast paced environment

Comfortable with data and digital technology

Excellent written and spoken Japanese to a native level

Background within a digital subscription, IT services or SaaS business

Experience with Salesforce.com

Additional language: good level of English