ASICS Apps – Customer Success Manager (Japan Region)

Position Overview

The Customer Success Manager (CSM), Japan Region is an expert on our technology  products and support services, with an emphasis on supporting events in the Japan Region.  As the relationship owner, the CSM Japan Region works closely with event organizers in the Japan region and  internal ASICS stakeholders including the Manager, Running Apps Japan, the ASICS Japan team to facilitate the onboarding and ongoing support of all Japanese customers while strengthening our business to business (B2B) relationships. Day to day, this role is focused on the success of Japanese Events and users of the Race Roster and Runkeeper apps, respectively. This position requires a flexible working schedule to support colleagues and customers in the Japan Time Zone. Work performed outside of the core business hours of  9:00am – 5:00pm Eastern Standard Time (EST) includes but is not limited to monitoring event launches, triaging emergency support issues and joining meetings that pertain to business success in Japan.

This role is open to internal and external candidates.

Product Line 

This role will be working with both the Race Roster and Runkeeper products.

Work Location

The successful candidate for this role can be either a satellite employee (working 100% remotely from a designated location within Canada or US). Or, a hybrid employee (flexibility to work in the office or from home at a location within 75km/75 miles from the London, ON/Boston, MA office)

Responsibilities

• Provide ad hoc support for the Manager, Running Apps Japan to support the sales teams efforts in the Japan region
• Support ASICS Apps leaders with internal and external communications with Japanese speaking colleagues. May include assistance with translation during meetings and or of key documents.
• Work directly with Japanese events to support the onboarding and continued success, including troubleshooting of configuration and system bugs, proactively suggesting optimization that will save time and money in administration, consult on industry trends and marketing strategies that will support event growth
• Provide guidance to the Customer Success (CS) Japan team and collaborate with the Customer Success Specialist (CSS) Japan Region.
• Respond to client inquiries via Slack and email with support from CSS, Japan Region via Race Roster and Runkeeper support queues
• Collaborate with marketing and product designers to achieve specific customer requests; often making changes to best reflect Japanese culture
• Translate with internal ASICS Apps executives and departments to deliver on customer requests, advocate for specific feature requests on behalf of the ASICS Japan (AJP) team and Japanese customers when in best interest of the business 
• Collaborate with  all ASICS Apps departments to resolve incidents, facilitate optimal user experience and pull requested reports
• Provide new release and platform training to the AJP team and enhance their user experience to help achieve their goals
• Offer empathy, support and creative solutions to technical problems with Japanese event organizers, working with internal teams to roll out system changes to customers 
• Work closely with ASICS Apps leadership team and Customer Success leaders  to monitor the success and impact of each Japanese Event across the platform
• Prioritize workload and manage multiple tasks at once
• Lead the project management of registration cycles and ensure smooth user experience for the participants signing up for events in Japan Region
• Elevate customer experience through custom event configuration and optimization 
• Other duties as directed, including the potential for various ad hoc or special projects related to Japanese users and the AJP team
• Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams

Education & Experience

• Fluency in Japanese and English with strong written and verbal communication skills in both languages
• Demonstrated understanding of Japanese business culture
• 1-3+ years experience in a professional services environment
• Strong customer service skills
• Strong organization and data management skills
• Comfortable with phone and email customer service
• Experience in troubleshooting simple and complex customer challenges
• Eager to provide superior customer service and build relationships
• Ability to show empathy when needed
• Self-motivating, results-driven, top performer
• Tech savvy

Bonus Education & Experience

• Post-secondary education is preferred

Performance Measures

• Effective completion of assigned tasks
• Efficient use of time and resources
• Continuously learning and improving in your role
• Quality of work performed
• Ability to communicate effectively with other employees at all levels of the organization

The successful candidate for this role will become an employee of Race Roster North America Corporation (RRNA), a subsidiary of ASICS Corporation – a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011.

 

Application instructions

Send all cover letters and resumes to careers@raceroster.com

Tell us why you want to work at Race Roster and describe an awesome project or team you’ve worked on in the past. Include the title of the position you are applying for in the subject of the email. Please give us a link to your LinkedIn or any other portfolio website.

Race Roster believes that all persons are entitled to equal employment opportunities, a workplace free of discrimination, and a culture of inclusion and growth. As such, we are committed to increasing the diversity of our workforce and providing opportunities for employment equity groups. In your application, we invite you to self-declare if you identify as Black, Indigenous, or a Person of Colour (this includes all visible minority groups) and/or as a woman. Self-declaration is voluntary. This information will be used to help Race Roster measure the progress towards our Diversity & Inclusion goals and ensure our efforts towards representation and equality are being met.

To self-declare that you belong to an employment equity group please take the time to fill out the Race Roster self-declaration form. If you don't self-declare at the application stage, you can still self-declare at any point during the recruitment process.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offences, genetics, disability, age, marital status, family status, veteran status, or fitness level.

Accommodations are available on request for candidates taking part in all aspects of the selection process.