Client Success Manager - Japan

As a Veson Nautical Client Success Manager, you will function as the primary client success contact post go-live of the world’s leading enterprise software solution for maritime commercial operations. Your responsibilities will extend throughout the Adoption phase of the client engagement, ensuring that clients are satisfied with Veson products and services so that clients are prepared for the Expansion and Renewal discussions that you will be having alongside your colleagues in Account Management.

You will play a major role in understanding customers’ needs and establishing clear retention goals and deploying playbooks and success plans for the client and employees to work toward. As the subject matter expert post-implementation, you will serve as the voice of the customer, in order to establish quick wins, and compartmentalize longer-term initiatives into projects. You will work cross-departmentally with members of the Professional Services, Account Management, Product, and Technical Solutions teams and take a lead role in ensuring that Veson clients realize, validate, and optimize the value they are receiving from the use of Veson products and services.

Essential Duties and Requirements

• Managing client stakeholders to aid in value realization, validation, and optimization
• Proactively address customer concerns and meet or exceed customer needs
• Resolving, tracing and escalating critical issues to minimize client health risk factors
• Work alongside clients through the Adoption, Expansion, and Renewal phases of the Client Engagement
• Collaborate cross-departmentally with colleagues in Account Management, Technical Solutions, Product, and Professional Services
• Outstanding client service, consulting, presentation, coaching and facilitation skills
• Regularly communicate with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
• Ability to communicate with customers at all levels of the organization
• Analytical thinking and attention to detail, with solutioning capabilities for the most complex client workflows
• Ability to become subject matter expert on commercial maritime industry and on Veson’s software products
• Ability to gather business requirements, establish quick wins, and formulate larger engagements for handoff to Professional Services and Account Management

Experience Requirements

• 3–5 years’ experience in an enterprise software environment (Client Success, Professional Services, Support)
• Willingness to travel (20–30% national and international travel required)
• Business level fluency in Japanese (JLPT N1) and English
• B.A. or B.S. – preferably in engineering, IT, economics, finance or business
• Maritime industry knowledge
• A certain level of expertise in working with clients from various languages and cultural backgrounds
• Demonstrated planning and organizing skills
• Analytical thinking and attention to detail
• Strong understanding of business processes and their implementation into enterprise applications
• Excellent interdepartmental communication and coordination required
• Excellent problem-solving skills, self-motivated, results-driven and well organized
• Outstanding consulting, presentation, coaching and facilitation skills
• Proven ability to proactively address customer concerns and meet or exceed customer needs
• Experience with context-switching between client organizations, and ability to consistently apply best practices when devising solutions
• Comfortable with or proficient in AI tools, particularly Claude
• Ability to become subject matter expert on commercial maritime industry and on Veson’s software products

Preferred Knowledge, Skills and Abilities Requirements

• Knowledge of maritime shipping industry
• Insight into the energy, oil, and gas industries
• Financial technology and accounting experience
• Prior experience with CS platform (Gainsight CS and PX preferred)
• Familiar with SaaS software and web programs, including web APIs
• Familiarity with Windows Server, MS operating systems, Microsoft SQL Server, and MS Office applications
• Excellent oral and written communication skills; ability to negotiate, influence and gain consensus with strong interpersonal skills
• Desire to work in a fast-paced, entrepreneurial setting
• Ability to build rapport with clients with relational intelligence
• Analytical thinking and attention to detail
• Demonstrated planning and organizing skills

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. While we try to be thorough with our job descriptions, not everything about you as a candidate can be condensed into a list of bullet points.

About Veson Nautical

We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.

Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators, and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in London, Paris, Singapore, Shanghai, Hong Kong, Oslo, Manila, Tokyo, Houston as well as other locations and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm, and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.