Eri S. - Customer Success Development

Sumida City, Japan

Experience

Dec 2024 - Present

1 year 1 month

Leverage extensive customer data to orchestrate strategic initiatives that enhance customer engagement and ensure proactive value delivery for customers.
Standardization and automation of business processes
Development and management of SFA/CRM and other operational tools
Cross-functional collaboration within the department and with adjacent teams
Development, management, and execution support of financial forecasts, pipeline tracking, and key KPIs
Strategic and tactical planning for the Customer Success department in collaboration with leadership
Performance analysis of initiatives (e.g., renewals, churn), formulation of improvement plans, and execution support

May 2024 - Present

1 year 8 months

Foster an engaging environment within the Lounge community with over 1,000 members
Provide networking events for members both within and outside of the professional course to facilitate continued learning after graduation
Organize major face-to-face events to enrich the environment and students' learning
Organize online events to help new members make the most of the Lounge community and provide Q&A support for IT tools required during coaching sessions
Support and motivate students who wish to hold offline events

Nov 2023 - Nov 2024

1 year 1 month

Guide customers how to use products in line with marketing trends and campaigns to increase usage and accelerate adoption
Proactively engaged with approximately 35 enterprise clients such as Ezaki Glico, Sharp, Navitime, and Kitamura
Provided experience design and marketing trend insights to help achieve ideal end-user experiences
Supported the design of customer journeys and marketing initiatives using Treasure Data CDP
Conducted regular business reviews and training sessions to promote effective CDP utilization and increase usage among customers
Impacted customers’ perspectives on the product to enhance their understanding of its capability from DWH to CDP
Built strong user networks through community events and gathered feedback on user needs
Collaborated with Account Executives and other lines of business to rebuild relationships with customers
Deepened understanding of customer business needs and proposed new solutions leveraging product capabilities, resulting in a 95% renewal rate
Organized workshops to enhance the customer experience from the end-user’s perspective and facilitate cross-departmental discussions
Shifted customer focus from ‘how to use the CDP’ to ‘how should the brand engage with customers to provide the best customer experience’
Supported user interactions at community events and provided feedback to internal teams to improve products and services
Encouraged active attendance at knowledge-sharing and networking events for CDP-related insights

Sep 2022 - Oct 2023

1 year 2 months

Accountable for increasing usage, contract renewals, and upselling professional services
Managed over 15 existing enterprise clients, primarily focusing on key accounts such as Au Commerce Life, Mynavi, and Magaseek
Maintained high-touch and low-touch interactions with key accounts, partnering closely with clients
Identified challenges in clients’ marketing and customer experience beyond tool usage and proposed actionable solutions
Enhanced engagement through consistent daily interactions
Conducted business reviews with decision-makers for key accounts
Handled technical troubleshooting of the product, communicated with internal teams, and managed client sentiment
Rebuilt trust among accounts with deteriorated relationships and achieved a 100% renewal rate
Achieved revenue targets by 120% through proactive engagement and guiding optimal marketing trends resulting in increased usage

Dec 2019 - Aug 2022

2 years 9 months

Led the design of operational frameworks and implementation during the startup phase of the customer support team
Built trust with internal members and contributed to reducing support workload in collaboration with the customer success and product teams
Reduced lead time for resolving inquiries by improving individual and team skills
Enhanced support desk usage rates and satisfaction levels
Increased customer loyalty and trust through personalized, empathetic support
Regularly monitored the utilization status of customer projects during the onboarding phase
Assisted customers in self-managing through sharing monitoring information with internal contacts
Created appropriate customer touchpoints by suggesting next actions and customer alerts
Provided feedback to the program design team to streamline, partially automate, and standardize processes
Leveraged Notion on the onboarding program to monitor customer adoption
Organized and designed operations for existing agency contracts and program enrollment for the KARTE Partner Accelerate Program
Planned and managed online briefings and seminars
Designed and operated the program's post-release operations
Handled inquiries from partner companies and internal teams
Leveraged Notion to manage the project

Sep 2018 - Dec 2019

1 year 4 months

Selected and managed tools for sales organization reform, improved sales activity efficiency, and visualized potential customers
Assisted in the management of executive meetings by preparing departmental meeting materials
Negotiated internally and externally for corporate website renewal
Acted as in-house SE by handling internal IT inquiries, managing IT procedures, and providing training on tool usage
Developed web marketing skills and utilized SaaS tools such as MA/CRM/SFA, and provided internal training

Working in the B to B SaaS, startup industry closely with customers for about 5 years
2 + years experience as a Customer Success Manager in Cheetah Digital and Treasure Data guiding customers how to use products in line with recent marketing trends
Adaptability to the speed and changes typical of a startup environment
Experienced engaging high volumes of customers effectively, via tech touch and high touch customer support
Skilled in business operations, including administrative support, proofreading, and Japanese translation.
Proficient in creating and refining meeting materials, ensuring clear and effective communication across teams both Japanese and English