View Our Website View All Jobs

Customer Success Manager - Japan

Lux Research is seeking Client Success Managers who are passionate about helping the world’s largest companies evolve their products to be more sustainable, recyclable and better serve the climate and environment. They focus on delivering value to Lux’s clients by driving engagement strategies, along with managing the health and retention of their clients. Customer Success Managers at Lux are overly enthusiastic about their clients and their business objectives, anticipating their needs and demonstrating actionable value and insights delivered from our solutions.

Customer Success Operations:

CMS team members are based across the US, EMEA and APAC and report into their Regional Customer Success Manager and we are GROWING! The team is undergoing a transformation with our engagement model, streamlining processes and tools to match the scaling and growth at Lux. We seek individuals who are eager, self-motivated, self-starters with passion and enthusiasm to partner with us as we GROW!

Responsibilities:

Partner with our clients to deliver high-value outcomes, experiences, and growth by:

  • Japanese Fluent: level N2 business Japanese required
  • Delivering and communicating ROI for Lux clients throughout the customer journey
  • Act as a trusted advisor and extension of our client’s organization
  • Deliver and serve as the primary contact for the onboarding of new customers, training, and ongoing customer inquiry support for short term and long-term projects
  • Learn your client’s organizational and individual needs, while proactively identifying and delivering Lux resources to achieve valuable outcomes
  • Craft joint customer success plans with our Account Manager, that include scope, shared metrics, user engagement, intricacy of usage, adoption plans, timelines, and communications
  • Collaborate closely with Account Management in supporting renewals and expansion opportunities
  • Gauge customer engagement levels and find creative solutions to drive deeper value
  • Understand customer outcomes through ongoing collection and analysis of data and feedback, translate this into retention strategies and feed the product roadmap
  • Answer incoming questions and inquiry requests regarding the Lux products and functionality; probing to understand underlying business requirements behind the question
  • Create and present comprehensive monthly/quarterly/annual reviews with clients that clearly demonstrates overall engagement and value

Qualifications:

  • Fluent level N2 business Japanese required 
  • 3 - 5+ years in a customer facing services role (customer success, consulting and/or account management)
  • Bachelor’s degree.  A degree in the sciences or engineering is a plus
  • Excellent communication and presentation skills via video, phone, written and onsite when required
  • Strong proven experience building relationships and trust with clients
  • Excellent problem solver, ability to work cross-functionally to deliver results
  • Demonstration of a high degree of organization and proficiency leveraging internal systems & defined processes
  • Strong interpersonal skills to ensure effective interactions with clients, sales, and research staff
  • Intellectual curiosity about emerging technology and its impact on business and society
  • Experience with innovation, entrepreneurship, and/or emerging technology managements preferred 
  • Ability to work both independently and collaboratively
  • Excellent command of Microsoft Word, Excel, PowerPoint and CRM/CSM systems

About Lux Research
Lux Research is a leading provider of intelligence services, helping clients drive growth through technology innovation. With quality data derived from primary research, fact-based analysis, and opinions that challenge traditional thinking, Lux clients are empowered to make better, informed decisions today to ensure future success. A pioneer in the research industry, Lux is uniquely positioned with technical expertise in addition to business insights, augmented by advanced analytics.

Analysis you trust. Opinions you rely on. Make better decisions, faster. For more information visit www.luxresearchinc.com, connect on LinkedIn, or follow @LuxResearch.

Read More

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 5/31/2023
Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Your Name Today's Date