Customer Consultant: Uncovering Core Challenges to Drive Success

Position Summary We are seeking a Customer Consultant to drive the success of our clients utilizing "Spider AF," our anti-ad fraud tool. This role leverages data-driven analytical skills and logical thinking to support customer achievement. In this position, you will gain a deep understanding of clients' industries and business processes. You will then identify root causes and develop recurrence prevention measures for ad fraud and marketing challenges in internet advertising. Beyond effectively supporting product usage, you will derive success patterns for each customer based on usage data and provide reproducible improvement proposals. While upsells and cross-selling are handled by a separate team, a crucial aspect of this role is to collaborate with other teams (including those focused on upsells and cross-sells) to build the foundation for value propositions and expansion. Responsibilities Executing Problem-Solving Customer Success Deep dive into customer adoption goals and business challenges. Visualize challenges based on Spider AF usage data, industry benchmarks, and conversion (CV) data. Formulate and execute improvement proposals and utilization strategies based on logical analysis. Customer Journey Design and Outcome Quantification Design customer journey models tailored to the customer's industry characteristics. Propose improvements based on quantitative metrics such as KPI, LTV, and churn rate. Reporting and Executive Presentations Create regular data-driven reports. Conduct effectiveness verification and presentations for decision-makers within customer organizations. Insight Contribution and Product Improvement Proposals Propose product improvements to the product team based on customer feedback and analysis results. Structure customer feedback and accumulate/disseminate it internally as reproducible knowledge. Maximizing Customer Value Through Inter-Team Collaboration Provide information and support to sales, upsell, and cross-sell teams to enhance the feasibility and persuasiveness of customer proposals. Support business growth by sharing usage status and improvement outcomes. Required Qualifications - 3+ years of experience in Customer Success, Consulting, or Project Management within an advertising agency, B2B, or SaaS domain (from a single company). - Experience in analyzing customer data an d reporting on findings. - Proven experience in logically hypothesizing, verifying, and proposing improvements for customer business challenges. - Experience using BI tools such as Looker Studio. - Experience extracting data using SQL (preferred). - Experience leading the process of coordination and consensus-building with stakeholders, including customers and relevant agencies. - Business level Japanese( You have chance to communicate with Japanese clients) Preferred Qualifications - Experience in business consulting or business process design. - Experience in CS design work, such as customer journey mapping or NPS/KPI construction. - Knowledge of the advertising industry and marketing domain (understanding of ad fraud is a plus). - English proficiency (communication with foreign national engineers within the company will occur). Desired Candidate Profile - We welcome individuals with the following mindset: - Someone who can calmly and logically pursue customer business success. - An individual who can structurally extract challenges from data and translate them into strategies. - A person who can grasp the essence of challenges and quickly iterate through hypothesis-testing loops. - Someone who can consider the team, product, and customers from an "overall optimization" perspective. - An individual who can design solutions for customer challenges with "reproducibility." 【職種 / 募集ポジション】 Customer Consultant: 【雇用形態】 正社員 【給与】 年収 5,000,000円 〜 10,000,000円 - Annual pay raise - Bi-annual bonus 【勤務地】 1070062 Tokyo, Minato City, Minamiaoyama, 7 Chome−10−3 Minami Aoyama St Building 4th Floor 【Working Style】 - Hybrid Work Model: Two days in the office per week, with remote work optional for the remaining days. - Flextime System: Core hours from 10:00 AM to 5:00 PM. - Minimal Overtime: Emphasis on achieving results within standard working hours. 会社情報 【会社名】 株式会社Spider Labs 【】