求人管理ID E40701/394
会社概要 外資系ソフトベンダー(仮想化)
会社規模 101-500人
役職・部署名 Customer Advocacy Manager
仕事内容

Job Description
Role Purpose
The Customer Advocacy manager position is integral to delivering a world class customer and partner experience in Japan. Part of the global Customer Advocacy team, this role serves the Japan region and is responsible for putting in place a long-term program to transform the customer experience, impact the company’s strategic planning, in order to create customers for life.

勤務地 東京都
業種 •IT・インターネット / ソフトウエア
年収 900万 ~ 1200万
対象年齢(対象年齢) 28 ~ 42 歳
年齢制限理由 技能等の継承のため労働者数の少ない年齢層を対象とするため
応募資格 Key responsibilities and accountabilities:
1) Capture insights from our Japan customers and partners to understand their perspective and perceptions of the brand:
oEnsure the successful implementation of the annual Insights survey program including;
-Internal stakeholder alignment: Ensure that the Japanese senior leadership team and field account teams are aligned to the program plan.
-Contact list development: Working with sales and marketing operations to ensure that Japan’s key customers are represented and participate and an improvement in the usable/valid survey responses is achieved.
-Support the localised communications process.
oLeverage 2-3 regional opportunities per year for additional Japanese customer and partner listening posts, such as;
-vForum customer engagements
-PEX partner engagements
-Customer & Partner Advisory Councils
-Field Advisory Councils
-Partner Survey
2) Engage with stakeholders across all functional business units of Japan to share customer and partner insights and help develop an understanding of the core issues and opportunities we have to provide a world-class customer and partner experience.
oManage the Japan customer advocacy exception handling process:
-Provide first line of support to resolve customer exceptions, which may be complex or long-standing customer issues that have been passed on by Field Sales Representatives.
-Communicate courteously with customers by telephone, email, letter and face to face.
-Work with cross-functional teams such as Support, Sales, Partner, Product Marketing, Legal, Finance etc. to help resolve customer exceptions effectively to resolution in a timely manner.
-Keep accurate records of customer discussions/correspondence and provide Japan and APJ stakeholders with a weekly report of exception case metrics.
oManage the VMware Insights Survey Alert program by working with Japan alert owners to contact customers promptly and ensure all actions are recorded in Salesforce.com when customers provide feedback as part of the annual Insights survey.
oEngage and empower the field to be accountable for the management and handling of their customer’s issues by enabling the use of the Field Resource Guide – an internal guide developed specifically for the field which consolidates all the information they need to know to help a customer with an issue or request.
oEnable Japan Customer Action planning by sharing the Japan insights from the annual Insights Survey and Partner Survey with stakeholders and facilitating an action planning discussion to drive improvements in Ease of Doing Business.
oInfluence a Customer Centric Culture leveraging regional internal communication vehicles to drive the mission of Customer Advocacy into the Japan team and culture.
3) Work with the executive team to discover the critical areas of focus that will deliver the most impact:
oFacilitate a quarterly review of the Customer Advocacy exceptions:
-Track and analyse the quarterly customer exceptions and apply root cause analysis to further identify opportunities to streamline operational efficiencies and identify long term structural improvements to improving the customer experience in Japan.
-Track and manage agreed outcomes.
4) Manage a portfolio of transformational programs, projects & recommendations developed via Japan customer and partner insights.
5) Improve the Japan My customer experience – an online portal designed to provide a smooth customer and partner engagement with via;
oField/Partner Adoption: Working with APJ Business Operations team enable the Japan Field & Partners to be advocates for My VMware via a communications and enablement plan.
oUser Experience: Influence the user experience improvements for My via Japan customer and partner input to global design
oSupport the successful implementation of My localisation in 2013.