דרושים Lead Customer Experience Apac ב-יוניטי ב-United States, New Haven

• Partner with APAC Sales teams to identify, qualify, and position Unity’s Customer Success products, including Support, Training, and Consulting, to drive customer adoption and retention.
• Collaborate with SMEs and regional stakeholders to design and scope customised success solutions aligned with customer goals.
• Track and report on Customer Success deal pipeline across the APAC region, providing insights that support forecasting and revenue growth.
• Work cross-functionally with Enablement, Customer Success, and Delivery teams to ensure a seamless transition from pre-sales to execution.
• Represent Customer Success in strategic customer discussions, sharing best practices and showcasing the value of Unity’s long-term engagement model.

• Proven ability to support sales teams in qualifying and positioning Customer Success, Support, Training, or Consulting offerings to enterprise clients.
• Strong understanding of SaaS or real-time 3D (RT3D) technologies and how they enable digital transformation across industries.
• Proficiency in managing and analysing sales pipelines using CRM tools such as Salesforce.
• Demonstrated skill in building and delivering customer-facing presentations or proposals that align technical solutions to business outcomes.
• Experience collaborating across regional and global teams to drive consistency and operational excellence in pre-sales activities.

• Familiarity with Unity’s ecosystem, real-time 3D workflows, or digital twin applications across industry and gaming sectors.
• Experience supporting enterprise or government clients within the APAC region.
• Knowledge of customer success methodologies or service delivery frameworks.
• Exposure to professional training, consulting, or enablement program design.

• Relocation support is not available for this position
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

• Call out urgent customer issues and independently push to solutions by enlisting resources both inside and outside of the technical support team
• Supervise customer satisfaction and ensure the resolution of emerging issues in real-time
• Build and maintain real-time reporting of responsiveness, service quality and customer satisfaction and use the data to help drive Unity's customer care culture
• Proactively maintain excellent relations between the team and other departments within Unity

• Proven track record of leading high-performance teams & managing large groups of external partners
• Proficient English-speaker with outstanding social & communication skills, and a highly-proactive personality
• Previous experience in a international management position reporting to a global manager ideally at an English-first company
• Able to travel both domestically and internationally

• Knowledge of SaaS Customer Success lifecycles and actions
• Previous employment in the games industry, including games services or other intersecting industries

• Relocation support is not available for this position.
• International relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position.

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• Serve as the primary localization program contact for internal teams across APAC; manage requests, timelines, and deliverables with clarity and professionalism
• Collaborate with global TPM peers to balance workloads, prioritize initiatives, and align on global standards and best practices
• Partner with internal stakeholders—including senior and executive leaders—to gather requirements, set expectations, and ensure smooth execution
• Coordinate closely with linguists, localization engineers, and APAC-based vendors to ensure quality, consistency, and technical reliability across workflows; occasional travel (10–25%) may be required to support team and vendor alignment
• Identify opportunities to improve localization processes and contribute to scaling our global operations

• 5–10 years of professional experience, including technical project/program management in localization, content, or global operations
• Strong organizational and time management skills; able to manage multiple priorities across global time zones with minimal supervision
• Excellent communication and interpersonal skills, with experience presenting to or working directly with executive stakeholders
• Fluency in both English and Korean (spoken and written); ideally has lived and worked in Asia Pacific and understands regional work styles and cross-cultural dynamics
• Ability to follow established localization processes while identifying and suggesting improvements as needed

• Experience working with localization tools and platforms (e.g., Phrase, Smartling, Trados)
• Experienced with Agile methodologies and tools like Jira or Asana
• Experience managing large-scale or technical localization projects across multiple languages
• Fluency in Japanese
• Background in supporting localization for tech, gaming, or developer-focused content

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

• Provide empathetic, non-technical email support for customers, prioritizing paid license holders while also handling free-tier queries.
• Respond to incoming requests within set service-level agreements (e.g., 24, 72 hours ) and follow up on negatively rated tickets.
• Maintain a comprehensive knowledge base using KCS (Knowledge-Centered Service) principles, creating and updating articles as needed.
• Escalate complex requests (sales quotes, licensing, product questions, technical issues) to the appropriate teams and share user insights globally.
• Balance productivity goals (e.g., KPIs on customer satisfaction and ticket volume) with consistent, high-quality service.

• Previous customer support or helpdesk experience, showing strong empathy and problem-solving abilities.
• Excellent written communication skills in English and Korean with readiness to adapt responses to meet customers’ needs.
• Familiarity with ticketing systems and handling service-level agreements (SLAs) for response times.
• Ability to learn and apply Knowledge-Centered Service (KCS) principles for maintaining a dynamic knowledge base.
• Comfortable collaborating across different teams to escalate complex issues and share user feedback.

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

• Proactive and lead any initiative that can massively contribute to the success of the team/organization and company.
• Ensure there’s prioritization on ticket handling based on user tiers, urgency, and complexity.
• Provide guidance and support to the whole Customer Experience Engine+ team.
• Take ownership of complex escalation issues that ICs may face or when there’s a second voice needed.
• Analyze customer feedback, identify patterns/trends, and recommend improvements to internal processes and products.

• Experience and track record in management/leadership roles.
• Experience in participation of projects with high impact or high risk of failure.
• Collaboration with cross-functional teams.
• Fluency in English and Korean and deep understanding of cultural local knowledge across APAC countries.
• Results orientation and KPI driven.

• Unity Engine knowledge
• Sales experience
• Technical product knowledge (version control, multiplayer, etc.)
• Project management
• Fluency in Japanese or Mandarin

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

In this role, reporting into the Workplace Manager, Americas you will be the face of the New York office for all employees, visitors and candidates. You will have a huge impact in creating and maintaining the Unity culture as we grow.

• Reception & Employee Support: Manage the reception desk to provide a friendly first impression for guests, clients, and employees, while also assisting employees with daily workplace needs (both in-person and virtually) and keeping office information accessible.
• Workplace Partnerships: Collaborate with HR for new employee onboarding, partner with local leadership to align workplace needs with business goals, and work with Unity’s Security team to enforce security protocols for visitors, candidates, and staff.
• Vendor & Budget Management: Develop strong relationships with vendors (e.g., catering, janitorial), oversee vendor services and contracts (e.g., QBRs, RFP processes), and manage the approved office budget, ensuring timely payments to maintain uninterrupted services.
• Facility & Event Oversight: Coordinate local onsite events, maintain office and pantry supplies, oversee repairs, facilities upkeep, and cleanliness, and ensure compliance with health and safety protocols in collaboration with landlords and key internal teams.
• Operational & Emergency Responsibilities: Manage office logistics like mail, packages, moves, desk/parking bookings, and capital projects while serving as the after-hours emergency contact for the office.

• Excellent organizational skills
• Strong communication skills, both verbal and written
• Excellent problem-solving abilities, displaying accuracy, flexibility, and reliability on all tasks assigned
• Good interpersonal skills; someone who is proactive, a team player with the proven ability to multitask and prioritize
• Flexibility in assisting with special projects in various areas as they are assigned.

• Experience in the hospitality and customer service industry is a plus
• Hands-on experience with Mac and Windows, including experience in MS Office (Excel,Word, PowerPoint, Outlook) and proficient with Gmail and Google Calendar
• Comfortable coordinating facility-related work with external vendors (i.e. annual fire alarm verification, HVAC preventative maintenance, etc)
• First Aid/AED/CPR trained

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.