Customer Support Manager

Job Type
9,000,000 JPY - 12,000,000 JPY per year (negotiable based on experience)
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


A large global IT company is currently hiring a customer support manager. As part of escalation, you will collaborate with the overseas office, and act as a liaison for the in-house technical department and sales department.



‐Apply technical expertise in order to resolve highly complex customer issues by coordinating the technical support between the field and Customer Service managers

‐Interface with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services

‐Manage activities of individual contributors with assigned team. Control and direct internal resources in terms of setting time requirements and expectations

‐Assist with the selection and training of Customer Support Managers assigned to a geographic region or country. Trains less experienced team members in working customer issues through to resolution

‐Prepare and present key business issues to senior management to provide and obtain information and to build consensus regarding project direction

‐Identify and facilitate the route of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering

‐Ensure a suitable level of service personnel and activity during problem resolution at all locations. Be accountable for operational results in terms of expenses, budget, performance standards/metrics, customer satisfaction and employees

‐Oversee the coordination, administration and execution of customer support programs, products, projects, process, performance metrics/standards for assigned area

‐Integrate customer and company business requirements with technical requirements to determine best course of action when resolving customer issue

‐Enable sales by positioning solutions to protect the company's product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations

‐Analyze customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Interface with customer on behalf of senior management via customer meetings and written communication

‐Responsible for acting as a CS Liaison for customer visits to the Executive Briefing Center



















社会保険(健康保険、厚生年金、厚生年金基金、雇用保険) 退職年金、所得補償保険、財形貯蓄、ESPP(持ち株会) 個人の生保・損保の給与天引き、契約保養所、健康管理プログラム

Required Skills

‐Relevant experience

‐Experience with account management and client support

‐General IT infrastructure knowledge

‐Communication Skills






Preferred Skills

‐Account management or consulting experience at a foreign software or consulting company