Customer Success Lead Specialist - IT

Customer Operations Lead Specialist - Airlines

Location: Tokyo, Japan

Work Mode: Hybrid – 3days/week onsite

Rate: 15-20% Increments

The Customer Operations Lead Specialist is responsible for proactively managing customer contract performance following service delivery by developing and implementing a customer operations success plan. As a key member of the customer-facing account team, the specialist ensures that support models operate effectively, customer commitments are fulfilled, and service performance meets expectations. The role focuses on providing proactive operational insights, monitoring service delivery, identifying areas for improvement, and driving customer satisfaction.

Key Responsibilities

• Service Performance Management: Work closely with the customer-facing account team to monitor and oversee service delivery, operational efficiency, and technical performance.
• Customer Service Reviews: Conduct regular customer service reviews and support the account team in preparing and delivering executive reviews, performance updates, and improvement plans.
• Customer Relationship Management: Build strong customer relationships, develop a thorough understanding of customer requirements, and ensure relevant customer knowledge is accurately documented, maintained, and shared across back-office functions.
• Product and Service Knowledge: Maintain comprehensive knowledge of the company’s products and services to provide accurate guidance and effective customer support.
• Product Updates and Release Management: Stay informed about product enhancements, new features, and recurring issues. Ensure customers are kept informed of updates and supported in adopting the latest applicable product releases.
• Change Request Management: Identify, assess, coordinate, and manage customer change requests in line with established processes and contractual requirements.
• Technical Issue Escalation: Identify, track, and escalate complex technical issues to the appropriate specialist teams to ensure timely resolution.
• Customer Follow-Up and Satisfaction: Proactively follow up with customers on reported issues, monitor resolution progress, and ensure satisfactory outcomes.
• Cross-Functional Collaboration: Collaborate with internal departments to resolve customer issues, improve service delivery, and communicate customer feedback and operational insights to the customer-facing account team.
• Customer Experience Excellence: Promote a customer-centric approach by delivering responsive, reliable, and high-quality service throughout every customer interaction.
• Change and Problem Management: Coordinate and oversee change and problem management processes to minimize service disruptions, identify root causes, and drive continuous service improvement.

Qualifications and Experience

Education and Professional Experience

• Bachelor’s degree in Business Administration, Information Technology, Customer Service Management, or a related discipline.
• Four to seven years of experience in customer-facing business-to-business (B2B) roles, preferably within technology services.
• Experience working within an ITIL-based service management environment, with practical exposure to incident, change, and problem management processes.
• Proven ability to coordinate activities across multiple departments, manage stakeholder expectations, and communicate service performance effectively.
• Strong presentation skills, with the ability to communicate operational updates, performance insights, and improvement recommendations to customers and internal stakeholders.
• Hands-on experience with Customer Relationship Management (CRM) systems and familiarity with service management or ticketing platforms.

Skills and Competencies

• Strong customer-focused mindset with a commitment to delivering high-quality service and maintaining customer satisfaction.
• Effective communication, stakeholder management, and cross-functional collaboration skills.
• Strong problem-solving, critical-thinking, and conflict-management abilities.
• Excellent organizational skills, with the ability to prioritize tasks and manage multiple customer requirements effectively.
• Adaptability and the ability to respond effectively to changing customer needs and operational circumstances.
• Good command of written and spoken English.
• Experience in data analysis, performance reporting, and identifying operational improvement opportunities is an advantage.
• Experience delivering or supporting technology services within the aviation industry is an added advantage.