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Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world. We are looking for forward-thinking people who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.Customer Support Lead– Job / Candidate Requirements What would they be doing: Work from Japan Escalation point between BPs and Customer Care. Represent CC Leadership if there are escalation meetings in JP that require CC representation (alongside CS, AEs etc) Serve as primary interface for Global CC Management with regards to JP customer escalations. Gain feedback from customers as follows: Within QSR’s – to gain feedback on the Anaplan product – and share information with Product managers. Within QSR’s – to gain feedback on the quality of service provided by Support / Premium Support Review NPS / CSAT metrics to review feedback on Support / Premium Support Via CS BP’s – Gather feedback from them and indirectly from customers about the quality of service provided by Support / Premium Support Document findings and collaborate with Customer care leadership on improvement ideas. Take part in projects to lead improvements for Customer experience. Proactive case reviews - Review cases handled by Japanese analysts to ensure: The appropriate business communication has been used The case handling process has been followed What experience / skills are required: At least 5 years' experience working as a Senior Support Analyst / or 2 years as a Support Manager in a SAAS and B2B company Able to demonstrate a Customer First mentality Fluency in written and verbal Japanese language and able to demonstrate Keigo business language. Experience leading or being a key part of strategic projects to increase customer satisfaction. Must show enthusiastic nature and a can-do attitude. Our Commitment to Diversity and Inclusion Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your true self to work every day! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation. Fraud Recruitment Disclaimer: It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondences, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcement is to obtain privileged information from individuals. Anaplan does not: Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible, and then followed up via written communication. All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to humanresources@anaplan.com before taking any further action in relation to the correspondence.
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