דרושים Customer Success Manager Senior Technical ב-Salesforce ב-Japan, Tokyo

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Responsibilities:

• 顧客固有の実装提案、SOW、人員配置計画の策定を主導し、組織全体の他の専門領域メンバと協力して、受け入れ可能な提案について合意形成を図ります。
• アカウントセールスおよびサービスセールスと緊密に連携して、スコーピング、ソリューション作成、SOW作成、プロジェクト人員配置などのプリセールス活動に責任を持ちます。
• プロフェッショナルサービスチームに、提案されたソリューションと顧客ニーズに関係する専門家としての知見を提供し、プロジェクトを確実に成功させます。
• カスタマーサクセスに適切かつ必要な場合は、エンゲージメントのライフサイクル全体にわたってプロジェクトチームを直接リード、または支援し、プロジェクトの成功に貢献します。
• プロジェクトチームと連携し、アカウントチームおよびデリバリーチームの両方へのエスカレーションポイントとして機能します。
• 複数の戦略的顧客を同時にマネジメントし、新しい潜在顧客のリファレンスになりそうなプロジェクトを意図的に構築・実行することで、ビジネス拡大に貢献します。
• 重要なエスカレーションやリスクのあるアカウントに対して、将来を見越したリスクの軽減やマネジメントをします。

Preferred Qualifications & Skills:

• 10年以上のコンサルティングサービスのデリバリー経験、または同等以上の事業会社での経験（グループITの内製化組織の立ち上げ、実行、マネジメント、事業会社内部での変革プロジェクト・DXプロジェクト等の遂行等）
• 実務経験に裏付けられた業務コンサルティング、または、IT技術やアプリケーション機能、プロジェクトマネジメントに対する知識・経験（トランスフォーメーションの企画、業務構築、ソリューション作成、実装方法論やロードマップの策定等）
• 金融業界のビジネスやテクノロジーに関与した経験
• アーキテクトや専門領域メンバーと効果的に協業し、プリセールス活動やプロジェクトデリバリーを推進するリーダーシップ能力
• エグゼクティブレベルでの文書および口頭での高いコミュニケーションスキル、分析および問題解決の能力
• 学位または同等の関連職務経験尚可

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Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

What you’ll be doing:

• via Email and Chatin a considerate, accurate, and timely manner. Supporting customers in Japanese will be the main focus, but also occasionally provide support to the customers in Korea as well as managing internal communications in English.

• Compose thoughtful, personalized responses for a variety of customer requests.

• Triage incoming requests and spot trends in customer issues to flag for the wider team.

• Identify, reproduce, and document bugs for our engineering teams.

• Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.

• Make active contributions to help achieve team goals and successes.

• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

What you should have:

• Fluency in Japanese (speaking, reading, and writing) is required.

• For English, you should have business-level proficiency (both verbal and written).

• Business-level Korean is not required but would be a huge plus.

• You should have previous experience in technical support, desktop support, or a similar role, specifically with customer support for a web-based software.You know that every bit of work you do makes a real difference in making our customers happy.

• You have strong knowledge on OAuth, Single Sign On, software development life cycle, and/or network.

• You have a working knowledge of Windows/Linux/Mac OS and mobile device products and their operating systems.

• You have a keen attention to detail and strong problem-solving skills.

• You care deeply and genuinely about customer support and its role in a customer-centric team's success.

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and through soft skills.

• You are curious about technology and software and how customers use the product.

• You are empathetic and enjoy teaching customers at all levels of technical proficiency.

• You have a track record of making sound decisions in line with managing your time and prioritizing responsibilities.

• You are self-aware and open to adapting to changing environments.

• You are resourceful, flexible, hold yourself accountable, and persevere in the face of obstacles.

• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.

• You are a phenomenal team player and willing to put others first.

• You follow through on your commitments (and are honest when something is beyond your expertise) and possess strong, confident, and exacting communication skills, particularly in writing.

• You have a university degree or equivalent professional experience.

Bonus Points

• You have experience working in some form of technical support.

• You have experience working in a global environment with colleagues in multiple countries.

• Proficiency in Korean.

• Working knowledge of APIs and how to call them using cURL and/or a tool,along with practical experience supporting customers who use them.

• Coding knowledge in popular programming languages, such as Java, JavaScript, Python, or other scripting languages.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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Enablementは組織・Role横断で行うEnablementを推進していく役割を担っています。中長期の組織開発・人材育成に加えて、ビジネスインパクトを最大化させるため仕組みづくりやEnablementプログラムの推進を行う部門です。当ポジション（Strategic ProgramEnablement)では、Globalや日本の経営陣の方針・戦略とアラインし、優先度に合わせてEnablementのプログラムを企画・立案し、多様な関係者を巻き込みながら施策の運営・実行・効果検証を全て担います。

• プランニング：Executiveやビジネスリーダー、グローバルリーダー、他部署（EmployeeSuccessやSalesStrategyなど）と連携し、経営優先度の高いEnablement戦略・施策を立案する

• 情報収集と分析 :エグゼクティブや現場リーダーへのヒアリング、営業活動データ結果等の分析から示唆を抽出し、優先度の高い課題を特定する

• コンテンツ開発 :優先度の高い課題領域におけるプログラム開発やそれに伴うコンテンツ開発（トレーニングやワークショップ等）を行う

• プロジェクトマネジメント :多様な関係者を巻き込んで、プロジェクトの方向性を決定し、全体スケジュールを踏まえたプロジェクトの設計、実行支援、リスクマネジメント、クオリティコントロールを行う

• アドバイザリー :プログラムの実行の中で、現場のリーダー・メンバーに対して、課題解決に向けたアドバイス・コンサルテーション・コーチングを行う

• トレーニングデリバリー :トレーニングプログラムの講師、ファシリテーターとしてデリバリーを行い、全体のデリバリー品質も担保する

• グローバル連携 :グローバルチームと定期的に連携し、グローバルの最新動向をキャッチアップし、グローバルのアセットやコンテンツをもとに日本向けにローカライズする

必要な経験・スキル：

• • 人事コンサルティングもしくはSalesEnablement・人材開発領域での経験3年以上

  • もしくは顧客対応ポジション(営業・コンサルタント等)経験3年以上

  • 営業マネージャー経験あればなおよし

• スキル

  • 既存の型がないところで、一から企画やコンテンツを考え形にするプランニングスキル

  • データに基づいて示唆を抽出し、ロジカルに課題を特定するスキル

  • 自分の経験のない領域においても情報を収集しコンテンツとしてまとめる資料作成スキル

  • エグゼクティブを含む多様な関係者と円滑にコミュニケーションを行い、コラボレーションするスキル

  • 対面・バーチャル双方におけるトレーニングデリバリー力

  • 相手の立場、知識に合わせたプレゼンテーションスキル

  • ワークショップを効果的に運営できるファシリテーションスキル

  • 大型プロジェクトも回せるロジェクト管理とPDCAサイクル実行スキル

In this position (Strategic Program Enablement), you will plan, design, deliver, and evaluate enablement programs with various stakeholders, aligning with global and company policies and priorities.
You will work with executive management, global leaders, and front-line leaders to design overall programs, develop training contents, manage projects, deliver sessions (e.g., training sessions) or facilitate workshops, and analyze impacts of initiatives with data.You will be required to communicate in English without difficulty, as you will be working with global teams (Strategy and Enablement) to discuss Enablement policies in Japan.

Key responsibilities:

• Planning : Collaborate with executives, business leaders, global leaders, and other departments (such as Employee Success and Sales Strategy) to develop enablement strategies and initiatives with high management priority.

• Discovery and analyses : Extract insights from interviews or data such as analysis, and identify high-priority issues.

• Content Development : Develop programs contents (training, workshops, etc.).

• Project Management : Involve various stakeholders to determine project scope, scheme and schedule, and act as a project manager to support project progress and manage risks and quality control.

• Advisory : Provide advisory, consultation, and coaching to field leaders and members on focused issues.

• Training Delivery : Deliver training programs as an instructor or facilitator

• Global Collaboration : Collaborate regularly with global teams to keep up with the latest global trends and localize global assets for Japan

Required experience and skills:

• 3+ years of experience in HR consulting, sales enablement, or talent development

• 3+ years of experience in customer-facing roles (sales, consulting, etc.)

• Sales manager experience will be a plus.

• Skill in extracting insights from data and logically identifying issues

• Skill in gathering information and compiling it into content, even in areas outside your expertise

• Skills to communicate smoothly and collaborate with diverse stakeholders, including executives

• Ability to deliver training both in person and virtually

• Presentation skills tailored to the audience's perspective and knowledge

• Facilitation skills to run workshops effectively

• Project management and PDCA cycle execution skills to handle large-scale projects

• Business level Japanese and English language proficiency

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Posting Statement

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Job Details

セールスフォース製品における、お客様の開発コード、システム連携および実装のトラブルシューティングの支援

• 担当分野の製品機能における技術的専門性の確立および保持
• 卓越した分析、トラブルシューティング、および問題解決の専門知識の提示
• 機能説明とセールスフォース上でのコーディングのベストプラクティスの提供
• お客様期待値および顧客体験の管理による顧客満足度の最大化
• 業務に関連するトレーニングへの積極的かつ継続的な参加
• 必要に応じて社内ツールやエスカレーションチームを活用しお客様の課題を効果的に調査・記録・優先度付けする能力、ならびに速度の速い環境下での効果的な時間管理能力の提示
• プレッシャーのかかる状況下でのマルチタスクと効率的な業務遂行
• ナレッジ文書の作成と管理
  

必須要件:

• 学位または同等の関連職務経験尚可
• 文書および口頭での優れたコミュニケーション能力
• オブジェクト指向プログラミングの明確な理解
• C#、Javaまたは最低1つのオブジェクト指向言語での解読、開発、デバッグ経験
• HTMLおよびCSSの解読、実装の経験
• データベース思想、データ管理 (RDBMS)およびSQLの経験
• SOAPまたはRESTAPIを利用したアプリケーションの開発経験
• スクリプト言語 (例JavaScriptやJQueryなど)およびウェブアーキテクチャーの経験
• CLI (UNIX/LINUX)の経験
  

推奨要件:

• Salesforceおよび/またはCRMアプリケーションおよびその他のクラウドベースのテクノロジーの経験
• カスタマーサポートまたはカスタマーサービスでのお客様対応の実務経験
• インターネットテクノロジーの理解：ファイアウォール、ウェブサーバー、プロキシサーバーなど
• Salesforce認定資格:
  • Certified Administrator (ADM201 Certified)
  • Certified Advanced Administrator (ADM211 Certified)
  • Certified Developer (DEV401 Certified)
  • App Builder Certified
  • Developer 1

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Job Details

• The ideal Customer Success Manager will possess both a Cloud specialization and industry skills that enables them to speak the customer language.
  

  Responsibilities

  • Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
  • Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds
  • Guide a customer on org strategy, governance and change management best practices based on customer needs
  • Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
  • Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
  • Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.
  • Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth
  • Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team members
  • Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives
  • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
  • Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

  Preferred Qualifications & Skills:

  • Experienced professional with proven relevant industryexpertise
  • In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry
  • Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers
  • Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
  • Proven understanding of Salesforce product and platform features, capabilities, and best use is highly desired
  • Able to articulate the importance and value of Governance to Business and IT executives
  • Good understanding of enterprise architecture principles strongly preferred
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • The candidate should have at least two of the followingexperience/knowledge.
    • Strong knowledge of business processes (Sales, Service, Marketing, Support) , business applications, and automation.
    • In depth understanding of the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
    • Knowledge of the software development lifecycles and of software design methodologies (coding experience useful, but not required).
  • (Optional)Understandingof AI and machine learning concepts, understanding of the agent platform, how to configure and deploy agents, integrate them into existing flows, automation, API connection, etc.
  • Fluency in Japanese and basic English skills

  
  Leadership Qualities:

  • PASSION: Passionate about Customer Success
  • THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller
  • URGENCY: Ability to adapt quickly and drive business value and results
  • OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart
  • TRUST: Trust the company’s core values
  • ADAPTABLE: Excels in high levels of uncertainty and change

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Posting Statement

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Job Details

マネージャーは、マーケティング統括本部デマンドジェネレーショングループに所属し、SMB市場における新規顧客獲得に加え、既存顧客へのAdd-on/Cross-sellの機会創出、請求やオンラインセリングを視野に入れたリテンション施策まで含めた、End-to-Endのマーケティング活動を担っていただきます。

• SMB市場における新規リード獲得・案件創出に向けたデジタルマーケティング施策（広告、SEO、SNS、ナーチャリング等）の立案・実行

  • 既存顧客データに基づくセグメンテーションと、リテンション・アップセル・クロスセル施策の設計・実行

  • オンライン請求やEコマースに関連するコンテンツ／ナーチャリングシナリオの構築・改善

  • Salesforce製品ならびに製品間の連携価値を訴求するデジタルコンテンツの企画・設計

• Owned（SEO、オウンドサイト）およびPaidメディア（Google、Meta、LinkedInなど）を活用した広告設計・出稿・パフォーマンス管理

• コンテンツ（ホワイトペーパー、事例、動画等）の企画・制作・ディレクション

• 広告代理店、制作会社、社内チームとの連携・進行管理

• デジタル施策の効果測定と改善提案

必要なスキル・経験

• ペイドメディア（GoogleAds、Meta、LinkedIn等）の設計・運用・改善経験

• コンテンツ企画・制作（Web、記事、動画、ホワイトペーパー等）の実務経験

• 柔軟性が高く、スピーディに行動し、期待を超えるパフォーマンスの達成にチャレンジできる方

• 自発的に新しいことを学ぶことができるSelfStarterで、クラウドサービス、テクノロジーに興味がある方

• 顧客ライフサイクルを通じたマーケティングファネルの理解と、施策設計・実行経験

• Add-on /Cross-sellなど既存顧客向けマーケティングの戦略立案・実行経験

• SEOやオンラインセリングに関する基礎知識・実務経験があると尚可

• 経歴: 大学卒業以上、TOEIC 700点以上

歓迎するスキル・経験

• Salesforceのユーザー経験・提案経験

• SEOやWebライティングの知識・実務経験

• デジタルマーケティングやマーケティングに関する知識

• 各種マーケティングマテリアルの制作経験

• チームプレイヤー

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• Manage multiple EVP level relationships
• Develop and implement comprehensive recruiting strategies to attract top sales talent.
• Lead and manage the sales recruiting team, providing guidance, support, and professional development.
• Collaborate with leadership to understand hiring needs and create job descriptions that accurately reflect the requirements and expectations.
• Build and maintain a pipeline of qualified candidates through various sourcing methods, including job boards, social media, networking events, and employee referrals.
• Utilize data and analytics to measure the effectiveness of recruiting strategies and make data-driven decisions.
• Ensure compliance with all relevant employment laws and regulations.
• Foster a positive candidate experience and promote the company’s employer brand.
• Stay up-to-date with industry trends and best practices in recruiting.

• Experience in a FAST PACED environment a must!
• Proven experience as a Recruiting Director or similar role, preferably in sales recruitment.
• Excellent interpersonal and communication skills.
• Ability to build and maintain relationships with candidates, hiring managers, and external partners.
• Proficiency in applicant tracking systems (ATS) and other recruiting software.
• Strong organizational and time management skills.
• Ability to successfully manage multiple priorities

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and

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Posting Statement