Technical Customer Success Manager

Description :

- Respond to client requests via the customer support portal, email, phone, and video calls

- Work with clients to establish issue prioritization

- Manage service requests in accordance with contractual SLAs

- Verify issues reported by clients in both test and production environments

- Diagnose and troubleshoot business and technical incidents

- Provide solutions and resolve service requests

- Perform root cause analysis (RCA) for incidents

- Escalate issues to global teams as needed

- Manage client feature enhancement requests in collaboration with the development team

- Monitor system performance and manage application configurations

- Deliver user training for new functionalities

- Coordinate and facilitate meetings between clients and implementation/development teams

Must-Have Skills & Qualifications :

- At least 3 years experience in enterprise application support, IT support, technical consulting or as a Customer Success Manager;

(Experience with SaaS, ERP, CRM or supply chain-related applications is welcome);

- Strong troubleshooting, diagnostic, and problem-resolution skills for enterprise applications

- Fluent Japanese (native or JLPT N1 equivalent) and business-level English (for coordination with overseas teams)

- Proficiency with SQL queries and database management for investigating issues

- Familiarity with cloud-based platforms (Salesforce, AWS, or similar)

- Ability to manage SLAs and prioritize multiple issues simultaneously

- Excellent problem-solving skills and a customer-first mindset

Nice-to-Have Skills :

- Prior experience with supply chain, logistics, or service execution software support

- Understanding of API integrations, middleware technologies, or cloud-native architectures

- Experience with incident management tools (JIRA, ServiceNow, Zendesk, or similar)

- Ability to analyze application logs, monitor system performance, and optimize configurations