Customer Success Associate

About Us

As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international global mobility. Our collective vision is to make a positive impact by delivering exceptional tech products and services to our prestigious list of large enterprise clients.

Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field.

We love to invest in our people’s success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins.

About the role

Customer Success team members proactively ensure our customers achieve their goals using our platform and services and receive maximum value from them. This role requires a passionate and results-driven individual to be a customer advocate, problem solver and relationship builder. Strong relationships with our customers are key to our success as a company, meaning proactive account management with a focus on exceeding their expectations, retention, up-selling and cross-selling to maximise the value received from our offering. The role involves interaction with Japanese-speaking customers, so business-level proficiency in Japanese is required. An understanding of the Global Mobility and/or Travel Management industries is of advantage, however full training will be provided.

Key Responsibilities

- Relationship Management: Build and maintain long-term relationships with customers, acting as their primary point of contact and trusted advisor.
- Platform Implementation and Training: Guide new customers through the implementation process, ensuring they are set up for success and fully understand how to use the Expert platform.
- Retention and Renewal: Monitor customer health metrics to identify at-risk accounts; work with the wider Customer Success team to implement strategies to drive engagement, retention, and renewals.
- Upselling and Cross-Selling: Identify opportunities to expand the customer’s use of the platform, collaborating with the Customer Success team to present solutions.
- Product Expertise: Stay up-to-date on product features and updates to provide expert guidance and recommendations tailored to customer needs.
- Feedback Loop: Collate and share internally feedback from customers, to improve user experience and address pain points.
- Data and Reporting: Analyse customer usage data, providing insights and reporting on account health, engagement, and success metrics.

Qualifications

- Strong communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
- Problem-solving and analytical skills, with a customer-centric mindset.
- Business-level proficiency in written and spoken Japanese, to support Japanese-speaking customers.
- Ability to prioritise tasks effectively in a fast-paced environment.
- Some previous experience in Account Management roles is a plus - preferably in a SaaS environment.

Our Team and Culture

We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission. We live our Values of Integrity, Respect, Ambition and Innovation and this shows up loud and proud in everything we do.

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