Customer Success Manager

About us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion 

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

Job Purpose

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Tokyo, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will be responsible for growing engagement of readers on B2B corporate subscriptions to demonstrate the value that an FT.com subscription can deliver to the prospective customer’s organisation. In addition you will work strategically with your sales counterpart on a small number of accounts to increase engagement and grow low value, high potential customer accounts.

• Strategically handle a set of accounts and deliver customized action and engagement strategies based on customer and FT business objectives
• Build professional relationships with customer partners and demonstrate an understanding of their organisational goals
• Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly
• Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes
• Provide technical and product expertise to customers on FT content, tools and delivery solutions
• Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfilment and renewal
• Strategic management of key customer relationships including sourcing new partners and using existing relationships to deliver both customer and FT outcomes
• Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
• Collaborate with other FT teams, e.g. product, customer support and editorial, to deliver against customer priorities
• Work with the regional Customer Success, Sales and Marketing teams to share insights, standard process and customer insights to achieve the business goals of the region
• Keep up to date with new product developments and make recommendations to improve internal processes, systems and products
• Report on key performance indicators (KPIs) within your accounts., engagement and customer loyalty (Net Promoter Score)

PERSON SPECIFICATION

Qualifications / Competencies / Skills / Experience

Essential

• Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
• Shown ability to form relationships with customers/partners
• Good questioning skills and an enquiring mind
• Comfortable working on multiple accounts/ trials with sales team
• Excellent communication and presentation skills, both written and verbal
• Ability to align product and service features to customer needs/outcomes
• Demonstrates good collaboration with other teams and influencing skills
• Can use data to help prioritise and report progress
• Demonstrates a high level of initiative and self-motivation
• Works well in a fast paced environment
• Confident with handling data and digital technology
• Excellent written and spoken Japanese to a native and business level

Preferred

• Background within a digital subscription, IT services or SaaS business
• Experience with Salesforce.com
• Additional language: good level of English

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email [email protected] and a member of our team will be happy to help.

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