Customer Success Specialist

Partner Support & Engagement

• Support a portfolio of Japan-based partners in a programmatic, high-volume model
• Serve as a primary point of contact for partner questions related to SPN programs, requirements, and processes
• Deliver clear, timely, and professional communication in Japanese and English

Onboarding & Program Guidance

• Guide partners through onboarding steps and program requirements
• Provide structured support on certifications, training paths, and program benefits
• Ensure partners complete required actions to progress within the SPN framework

Issue Resolution & Escalation Handling

• Troubleshoot partner issues and coordinate with internal teams when needed
• Manage escalations efficiently and ensure timely follow-up
• Maintain strong SLA adherence for all partner interactions

Operational Execution

• Handle a high volume of partner engagements with strong prioritization and attention to detail
• Maintain accurate updates in internal systems (e.g., Salesforce, trackers)
• Follow defined processes and contribute feedback to improve workflows

Qualifications:

• Strong English proficiency (verbal and written)
• Ability to communicate effectively with Japanese partners in a business context
• Understanding of Japanese business culture and communication norms
• Availability to support Japan business hours (partial overlap required)

Experience

• 25+ years of experience in Customer Success, Partner Support, Account Coordination, or Program Support roles
• Experience working in high-volume, process-driven environments
• Exposure to partner programs, SaaS, or B2B environments (preferred)