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About the Role
Ten is seeking an Account Manager to manage key corporate clients in Japan. This role focuses on building long-term client relationships, improving service quality, increasing customer satisfaction and retention, and driving business growth within existing accounts. You will understand client business strategies and engagement goals, supporting their achievement through Ten's concierge services. Collaboration with internal operations and global teams is essential for managing service delivery, problem-solving, data analysis, and revenue expansion.
Responsibilities
- Build and maintain long-term trust relationships with key corporate clients in Japan.
- Establish relationships with a wide range of stakeholders within client organizations, from management to product and operational staff.
- Understand client business objectives and challenges related to customer engagement and retention, providing strategic proposals.
- Balance client needs with contract terms and budget to find optimal solutions.
- Collaborate with internal operations teams to ensure service quality meets client expectations.
- Proactively identify potential issues and risks, resolving them through analysis and stakeholder coordination.
- Respond promptly and appropriately to client inquiries and daily issues.
- Monitor achievement of Service Level Agreements (SLAs) and contractual requirements.
- Address service user satisfaction issues and escalations, ensuring swift resolution and minimizing impact on client relationships.
- Prepare and submit accurate Management Information (MI) reports on time, clearly communicating service outcomes and value.
- Ensure accuracy and clarity of billing, manage payment status, and follow up on payment delays.
- Develop accurate sales forecasts for assigned accounts and share them with relevant internal departments by deadlines.
- Support internal service delivery teams to ensure service provision aligns with client requirements.
- Identify opportunities for revenue expansion and propose/execute measures for sustainable growth of assigned accounts.
- Increase the number of service users and actual service subscribers, promoting higher utilization and service penetration.
- Drive account revenue growth through increased service usage and potential adjustments to contracts and pricing.
- Propose business strategies to leverage concierge services as high-value customer benefits within client products/services and target segments.
- Plan programs that strengthen brand partnerships and utilize PR/marketing opportunities.
- Anticipate client needs and propose solutions leading to contract renewals, expansions, or new business opportunities.
- Analyze data on sales, service usage, and customer satisfaction to understand account status and challenges.
- Quickly understand and analyze data and operational requirements for new accounts, sharing insights clearly with internal stakeholders.
- Identify root causes of issues based on data analysis and propose improvements for service quality and operational efficiency.
- Collaborate with clients and internal stakeholders to implement and verify the effectiveness of improvement measures.
Requirements
- Experience in negotiation and relationship building with corporate clients.
- Experience in customer service, account management, or management roles.
- Practical experience in client presentations, business document creation, and negotiation.
- Advanced proficiency in Excel and PowerPoint.
- Ability to analyze data and numbers to identify issues and propose improvements.
- Communication skills to collaborate with and build relationships with diverse internal and external stakeholders.
- Problem-solving skills to calmly and quickly respond to challenges and escalations.
- Over 5 years of Account Manager experience.
- Business-level English proficiency and Native Japanese proficiency.
Skills
- Account Management
- Client Relationship Management
- Presentation Skills
- Business Writing
- Negotiation
- Excel
- PowerPoint
- Data Analysis
- Problem Solving
- Communication
- Upselling
- SLA Management
Location
- Japan
Work Type
- Hybrid
- Remote
Experience Level
- 5+ years
Benefits
- Social insurance
- Maternity and childcare leave system
- Nursing care leave system
- Free snacks and drinks in the refreshment room
- Long-term service leave system (up to 1 month off after 5 or 10 years of service)
About the Company
- Ten provides concierge services.