カスタマーサクセスマネージャー / Customer Success Manager

カスタマーサクセスマネージャー / Customer Success Manager NAPA Shipping Solutions , a leader in digitalization and optimization for the maritime industry, is seeking a dedicated and driven Customer Success Manager to join our team. With a strong focus on delivering tangible savings and reducing emissions, we pride ourselves on being trusted partners for our clients. As a key contact for our Global customers, particularly in Japan, you'll play a crucial role in onboarding new customers, solving their problems, and developing strong relationships. The role and your NAPA family You'll be part of a global team of 10 experts based in Europe and Asia, working together to create exceptional customer experiences. This position allows you to collaborate seamlessly with your colleagues while being part of NAPA's 35-year legacy. In this role, you would work in hybrid-mode in Japan. You would be required to come to the Kobe office at least three times per week. Initially, more frequent office attendance will be expected. This position requires traveling as well. We deeply value our customers and prioritize building long-lasting relationships with them, maintaining strong connections through training, webinars, and global events. Some of our customers have been on the journey with us for over three decades and can be considered part of the NAPA family. You can learn more about our customers here: Customer Success Stories in Ship Performance and Maritime Decarbonization NAPA's solutions for ship operations help take safety, fuel efficiency, and sustainability to a new level. 職務: Key responsibilities: ・顧客の満足・継続利用および長期的な成功のため、積極的に顧客と関わり 関係性を構築 Proactively engage and build relationships with customers to ensure satisfaction, retention, and long-term success ・担当顧客の主要連絡窓口として、NAPA製品やサービス（NAPA Fleet IntelligenceやNAPA Voyage Optimizationなど）の継続的なサポートの提供 Support customers on NAPA products and services such as NAPA Fleet Intelligence and NAPA Voyage Optimization (SaaS), acting as a primary point of contact and continuing support ・顧客が迅速に価値を得られるようにするための製品の実装と導入のマネジメ ントおよび遂行 Manage and execute product implementation and onboarding to ensure customers receive value quickly ・トライアルを契約に転換するための営業チームとの協力、および既存顧客の 利用拡大 Collaborate with sales to convert trials into commercial projects and expand usage within existing customers ・動画や説明書などのサポート資料の作成、およびナレッジベースへの貢献 Generate supporting materials such as videos, user instructions, and contribute to the knowledge base ・エンドユーザーからのフィードバック収集、ソフトウェア開発チームや その他関係者と協力しての製品やサービスの改善 Gather feedback from end-users and work with our software development team and other stakeholders to improve our products and services 募集要項: Qualifications and skills: <必須 / Required> ・ 英語及び日本語のコミュニケーションスキル（口頭および書面） Fluent in both English and Japanese (oral and written) ・ 学士号または同等の学歴 Bachelor's degree or equivalent < 歓迎 / Preferred> ※歓迎要件はどれか１つ以上満たすこと /Meets at least one of the preferred qualifications ・ 顧客志向のアプローチ、優れたコミュニケーション能力、および高い分析 能力と問題解決能力 Customer-focused approach, excellent communication skills, strong analytical mindset, and exceptional problem-solving skills ・ 船舶運航、船舶管理、チャーターリング、または船舶性能管理の知識や経験 Familiarity with ship operations, ship management, chartering, or ship performance management ・3 年以上の職務経験 3+ years of working experience preferred ・ 工学、コンピュータサイエンス、または関連する科学分野の学士号または 同等の学歴 A bachelor's degree or equivalent academic qualification in engineering, computer science, or a related scientific field ・ ソフトウェアや IT への知識や経験、興味 Preference for candidates familiar with software and IT ・以下のいずれかの経験： Preference for candidates with one of the following: ‐カスタマーサクセス、 B2B SaaS 、アカウントマネジメント Experience in customer success, B2B SaaS, account management ‐海事業界または関連分野でのプロジェクト管理 Project management within maritime industry or related fields Join NAPA Shipping Solutions and make a lasting impact in the maritime industry as a Customer Success Manager. Apply now and become a part of our global team! NAPA as an employer Meaningful work We are proud to play our part in creating a sustainable world, and a career at NAPA means working with a purpose. We focus on building the best possible products for our customers, with whom we have close and long-lasting relationships. We protect the environment and human life at sea by powering safer and greener vessels with our technology. NAPA way of working At NAPA, you're self-managed. The core of our self-management philosophy is trust. We trust our employees to make the right decisions and take care of their personal growth. We provide several opportunities for that, and everyone can manage their own working time. You can work at the office, from home or even while abroad. Enjoy working together ...is one of our core values. Learning from and respecting each other provides a healthy and pleasant working environment. We, as NAPArians, share our knowledge and help each other when needed. NAPA has offices and customers around the world, and you will be able to meet people from many different cultures. We are a diverse family with a shared goal. Read more about our values and culture: https://www.napa.fi/careers/ Ready to get on board and join the NAPA crew? We kindly ask You to send your application and CV to us as soon as possible as the position will be filled once a suitable candidate has been found. For more information about the position, please contact Emi Nakayama by e-mail: [email protected] About NAPA In its over 35 years of operation, NAPA has become a global leader in developing and scaling software, services, and data analysis for a safer, smarter, and more sustainable maritime industry. Headquartered in Finland, NAPA employs 230 people in the fields of naval architecture, shipping and information technology, operating globally in ten countries in Europe, Asia and the Americas. NAPA is a subsidiary of ClassNK (Nippon Kaiji Kyokai). With over 90% of new vessels built by NAPA customers, NAPA’s ship design software is the global de facto standard in shipbuilding. Furthermore, NAPA is a market leader in ship stability management and safety data services for passenger ships, and its cloud-based solutions for ship performance monitoring and voyage optimization support shipping’s decarbonization journey. For more information, visit www.napa.fi . Functions Services Role Customer Success Manager Locations NAPA Japan Remote status Hybrid Employment type Full-time Job ID 2384 NAPA Japan About NAPA Read more about NAPA: https://www.napa.fi/ Founded in 1989 Co-workers 230