The Customer Success Manager (CSM) will manage a portfolio of customers who have purchased our strategic technology and solutions, with the goal of supporting each customer from onboarding right through to technology adoption and use expansion.
The CSM position is key to our long term relationship with its customers, the contribution of each CSM directly impacts the value realized and the ultimate success of the business relationship.
As well as taking responsibility for developing our relationship with customers, each CSM will be expected to build positive collaborative partnerships with all key internal our organizations, to ensure customer needs are being met in a timely manner.
【 Primary Responsibilities】 ●Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec), in order to best understand and advise customer staff. ●Responsible for customer communications and conflict resolution. ●Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations. ●Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer. ●Monitor Customer Success through a variety of metrics and measures. ●Develop an understanding of our products and services available to help customers adopt and leverage the software to meet their goals and business needs ●Discover opportunities for additional software, services, education and references (and direct leads accordingly). ●Introduce new software features to customers, prior to each monthly release.
【Additional Responsibilities】 ●Develop strategy to work with customers and internal resources to coordinate contract renewals. ●Manage the protection of revenue for the existing renewal stream. ●Assess account needs and recommend appropriate solutions by applying knowledge of marketing goals and objectives, our applications, supported hardware platforms, marketing and business trends, and industry knowledge. ●Works closely with sales and presales teams, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.
[Technology Transformation] ・エマージングテクノロジーを活用したビジネスユースケースの抽出、実現プラットフォーム構想の策定プロジェクト ・One to One マーケティングを実現するための統合データプラットフォーム構想の策定プロジェクト ・RPA、Chatbot等のエマージングテクノロジーを活用した業務プロセスの高度化計画策定プロジェクト ・大規模基幹システム刷新プロジェクトにおけるプロジェクトマネジメント支援 ・グローバルに複数実行される大規模基幹システム刷新プロジェクトにおけるプログラムマネジメント支援
Primary responsibility is to conduct model validation, including model risk analysis, of all internal Risk Models developed in Nomura Group. As a part of the global responsibilities, independent model validations of in-house Risk Models used for assessing the stability or business continuity of the Nomura Group from the view point of capital planning and capital adequacy, liquidity adequacy, recovery and resolution planning, appropriateness of Risk Appetite and routine risk management.