Customer Success Manager, Japan

About Foundry

At Foundry, formerly known as IDG Communications, Inc. and rebranded on February 17, 2022, we have played a key role in every major milestone, announcement, and development in modern technology since 1964.

Originally established as the publishing arm of the International Data Group (IDG), we distributed newspapers, magazines, and books globally, featuring prominent brands such as CIO, ChannelWorld, ComputerWorld, PCWorld, and many more.

Today, at Foundry we continue to lead the world by helping companies bring their visions to reality through a combination of media, marketing technologies and proprietary data. Our technology platforms are powered by data from our owned and operated ecosystem of global editorial brands, prestigious awards, and events, all engineered and integrated to drive marketing campaigns for technology companies. While we harness the power of algorithms, optimisation, and automation, what truly fuels our success are the meaningful connections and trusted relationships we cultivate.

What truly sets our hearts on fire is our unwavering belief in technology as a force for good. We are not just bystanders; we are the architects of positive change. With wisdom as our guide, we are spearheading progress in various crucial areas, such as championing diversity and inclusion, democratising tech accessibility, and championing women in leadership roles.

About the Role

As the Customer Success Manager, you will collaborate closely with our team of skilled sales representatives to expertly set up, meticulously track, and precisely report on the cutting-edge digital programs we're executing for technology clients. This presents an exceptional opportunity for a recent university graduate with an interest in online marketing to cultivate robust digital skills by immersing themselves in the world of leading B2B tech marketing and data services.

Responsibilities:

• Own end-to-end execution of customer marketing programs - including onboarding, launch, optimization, and final reporting - by working closely with clients and internal teams.
• Coordinate and manage demand generation campaigns using first-party data and various tools integrated with the Company’s lead generation and tech stack.
• Monitor campaign scheduling, delivery, and performance across multiple systems and departments to ensure timelines and quality standards are met.
• Recommend optimization strategies and delivery adjustments to improve campaign outcomes and meet key KPIs.
• Support the Outside Sales team through scheduled and proactive account management, while collaborating on identifying new or incremental opportunities.
• Manage renewals and drive account growth by consistently delivering value and building long-term client trust.
• Respond to client requests in a timely manner, including those related to onboarding, implementation, payments, performance reporting, and product details.
• Coordinate with Operations and Technical teams to ensure proper implementation of assets and instructions; assist in troubleshooting issues related to tracking, delivery, or reporting.
• Communicate effectively with internal stakeholders - including software engineers, operations, and leadership - on campaign status, milestones, risks, and issue escalation.
• Build and nurture strong relationships with assigned clients and media agencies to support ongoing success.
• Contribute to process improvements, knowledge sharing, and best practices that support the evolution of the customer success function.
• Maintain a strong drive to meet and exceed deadlines, KPIs, and customer expectations.

About You

• Bachelor’s Degree or relevant years of experience.
• Language: Bilingual – Japanese (Native or N1 holder) and English.
• Minimum of 1 year of relevant customer service experience, although recent graduates will also be considered.
• Proficiency in both written and verbal English communication.
• Exceptional oral and written communication skills, ensuring clear and effective interactions with clients and team members.
• Demonstrates strong organisational abilities, efficiently managing tasks and responsibilities.
• Highly reliable and a dedicated team player, committed to supporting the success of the team and the organisation.
• Capable of handling multiple deadlines, phone calls, and projects with ease, maintaining composure and effectiveness under pressure.
• Quick and decisive thinker, adept at making well-informed decisions promptly.
• Computer application literate, with a proficiency in utilising various software and tools to enhance productivity and efficiency.

About the Benefits

• Work-Life Balance: Enjoy flexible work arrangements that allow for a balanced approach between WFH and the office.
• Additional Leave Options: We offer extra leave options to support your personal needs and enable you to recharge.
• Learning and Development: Access our comprehensive learning and development program, empowering you to expand your skills and knowledge.
• Volunteering Initiatives: Engage in meaningful volunteering opportunities, contributing to the community and making a positive impact.
• Diversity and Inclusion: Take part in our Diversity and Inclusion Council, where you can help shape a more inclusive workplace culture.