Japan CSG Manager

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better everyday – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

Confluent is searching for an experienced & customer-focused technical leader to manage a team of exceptional Customer Success, Services & Solution Engineering teams in Japan. Our Customer Success team is focused on ensuring the ongoing health of customers by delivering both business-focused and deeply technical guidelines to our customers as they adopt Confluent’s Data Streaming Platform. Many of these customers use Confluent’s products for strategic and mission-critical use cases and your goal will be to help your team apply business & technical expertise to help them achieve their business objectives and get full value from Confluent’s data streaming platform. In this role, you will focus on driving customer value and technical health while supporting business goals for renewal, expansion, and strategic growth

What You Will Do:

• Lead a team of customer success personnel in Japan to provide exemplary service to the regional customer base 
• Act as trusted advisor and point of escalation for customers and deliver creative solutions to leverage cross-functional resources to solve customer issues. 
• Conduct management functions such as interviewing/hiring qualified candidates, conducting performance reviews, and actively participating in employee career planning to help them achieve their long-term goals, reduce churn, increase employee satisfaction, and manage underperformance 
• Represent Customer Success leadership in the region by collaborating with leadership from Support, Professional Services & Sales teams to drive customer retention and expansion. 
• Focus on sales, renewals & consumption KPIs and report those to business stakeholders. Continuously work to improve and scale the Customer Success organization by sharing process frameworks, tools, and best practices that can be easily adapted to increase organizational development and efficiency. 
• Collaborate with sales and other field teams on addressing issues impeding customers’ success with Confluent products and expansion of use within an account 
• Communicate directly with the product management and engineering teams to address issues that necessitate attention from those teams 
• Regularly meet directly with customers to help manage escalations, assist sales in positioning the right service plans for their accounts, and develop relationships with key customers

What You Will Bring:

• 10+ years experience in pre-sales, services, technical support, customer-facing engineering, operations, or similar environments, handling highly complex issues 
• 5+ years at the Management level, managing manager and senior manager, reports providing support to large enterprise customers 
• Seasoned ability to interface with all levels of management both internally and externally 
• Experience building and managing a managed/SaaS service pre-sales and customer success team 
• Must be capable of influencing and dealing confidently and professionally at the executive level with stakeholders internally and with customers 
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust 
• Exceptional presentation and communications capabilities. Confidence presenting to a highly skilled and experienced audience, including enterprise architects and C-level executives
• Clear, consistent demonstration of self-starter behavior and autonomous work with a desire to tackle hard problems

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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