MathWorks – Enterprise Customer Success Specialist – Tokyo, Japan

May 21, 2023
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Job Description

MathWorks – Enterprise Customer Success Specialist

MathWorks is expanding our Customer Success Team dedicated to helping our enterprise accounts experience the full value of MATLAB and Simulink.  We seek someone who is enthusiastic about helping customers efficiently implement open access for engineers and scientists throughout their organization.     

As an Enterprise Customer Success Specialist, you will work directly with a portfolio of the world’s leading companies to onboard and broadly roll out the license to all end users.  You will be part of an account team that proactively drives adoption to ensure customers experience a partnership that includes excellent service and results in an awareness of how MathWorks tools can impact their work.

Your Mission

The Enterprise Customer Success Specialist supports Enterprise accounts and will primarily: 

Manage Enterprise License Onboarding 

  • Own and execute the customer-specific onboarding plans
  • Project manage the timeline of each onboarding stage to ensure timely execution 
  • Establish strong customer relationships, serving as the central point of contact throughout the onboarding process 
  • Manage the internal and external onboarding deliverables 
  • Work closely with the sales team, supporting the pre-sale process when needed, to facilitate a seamless transition for the customer 
  • Work directly with the customer to create and deliver customized onboarding communications and artifacts 
  • Launch and promote the customer Enterprise portals
  • Evaluate account’s web interactions and qualify for website campaigns 
  • Lead global account onboarding  
  • Analyze key onboarding metrics and collaborate with the Account team on additional onboarding activities as needed
  • Document customer interactions in Salesforce 

Contribute to the internal Annual Engagement Update presentation 

  • Document learnings from the Onboarding assessment 
  • Summarize onboarding status and results for Account Team to use during quarterly governance and annual customer reconciliation/renewal engagements.

Collect Feedback 

  • Relay customer feedback to the account team(s) and appropriate cross-functional groups 
  • Bring onboarding feedback to Onboarding Program Manager to incorporate improvement(s) into the processes and artifacts 

Qualifications

  • A bachelor’s degree and 1 year of professional work experience (or equivalent experience) is required.

Required Knowledge & Education

  • 3-5 years of work experience in a customer success or equivalent customer-facing role
  • Experience in a technology or software company
  • Experience with CRM tools; Salesforce experience is a plus
  • B.A./B.S.in Business, Marketing – engineering/business combination a plus

Required Experience & Skills

  • Effective problem-solving and project management skills  
  • Excellent written, and verbal communication, and presentation skills 
  • Detail-oriented with the ability to develop activities based on proactive analysis of customer metrics 
  • Demonstrated ability to work in highly collaborative, cross-functional environments 
  • Experience working internally and externally at multiple levels, including senior management; international experience is a plus 
  • Demonstrated ability to influence and direct customer activities 
  • Experience leveraging data to assess risk, course correct, and identify process improvement opportunities 
  • Experience in social mediamarketing communications, or a field marketing role is a plus 
  • Native-level Japanese and Business level English communication skills