Customer Success Manager

■ Business Summary.
We are looking for someone to lead the Customer Success team for our blockchain certificate issuing service "Startrail PORT”. Currently, the Customer Success team is responsible for supporting the issuance and transfer of artwork certificates on the blockchain, supply chain management of NFC tag attached to physical art, and implementation and operational support for customers, based on the needs of each customer such as gallery sales, exhibitions, and collection management. As the closest point of contact for artists and art-related businesses in Japan and abroad, the team are in charge of all customer support. Our blockchain service has been expanding rapidly since its launch in the summer of 2020, and is now expanding to New York, London, Hong Kong, and Singapore. In addition, with the recent rise of the NFT, the service is being used by IP and content holders in a variety of industries, not just for the art industry. Although our business is expanding steadily, our challenge for the future is how to deliver blockchain and NFT, which are unfamiliar technologies to many customers, to as many users as possible. This is an exciting opportunity to join a dynamic and growing company in a fast-paced environment where you will be responsible for managing the customer success team and developing a customer success strategy and system from the customer's perspective. This is an exciting opportunity to work for a global company. You will be responsible for the development and implementation of a customer success strategy and system to drive the rapid expansion of the service and overseas expansion.

■ Job Details

• Develop customer success strategies and measures to improve service retention rates and increase customer satisfaction
• Design and streamline operations and customer support flow for rapid expansion of service scale
• Staff management and human resource development
• As the point of contact with the best knowledge of how customers are using the service, collect feedback from customers and coordinate it with service strategy, product function development, and sales measures
• Provide customer support in collaboration with sales staff (introduction support, response to inquiries, order management)
• This is a workplace where you are extremely close to the management team and can propose new business and even change the internal structure.
  
  ■ Skills and experience to be gained
• You will have the experience to operate the entire service of Startrail PORT which has both web and physical products from a UX perspective. You will be able to work at the forefront of the industry, especially since there are still few services that utilize NFT.
• You will be able to learn about blockchain and art through actual business scenes.
• The workplace is extremely close to the management team, and you can propose new business and even change the internal structure.
• You can work in a diverse environment with teammates from different countries and regions and members from different departments.
  
  ■ Required skills and experience.
• The ability to think logically and solve problems from a customer perspective.
• Experience in customer success, BPR, operations improvement, etc.
• Business level English or higher, or experience working in English
• Experience in managing a team (even a small group of 2-3 people)
  
  __■ Please contact us if you are... __
• The person who have a high sensitivity to new technologies and services.
• The person who can think about why blockchain is needed.
• The person who can work proactively for the company without being bound by tasks.
• The person who can take things objectively and think in a framework.
• The person who likes to think out-of-the-box.
• People who are interested in team building and human resource development.
• Those who have their own vision of the world they want to realize.
• People who like art and artists.