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Customer Success Manager, Fluent in Japanese
2 weeks ago
At PitchBook, we are always looking forward. We continue to innovate, evolve and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy and fun that reverberates throughout the company.
Our extensive mentorship, education and training programs help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
**About the Role**:
"Customers are King" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.
The Customer Success Manager supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients' industries/sectors as well as their day-to-day business needs in order to optimize usage of the PitchBook platform. They will demonstrate new features, encourage engagement with underutilized product elements and drive client retention and expansion.
**Primary Job Responsibilities**:
- Achieve retention goals measured quarterly while providing excellent support to middle market clients
- Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
- Onboard new users and conduct training sessions, including in-person sessions, designed to meet the individual business needs of each client
- Proactively go above and beyond to ensure client satisfaction throughout the entire client lifecycle
- Conduct formal business reviews with each client designed to measure renewal probability, client satisfaction and to provide continual product education
- Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
- Engage at a regular cadence with Account Managers to strategize account retention and growth opportunities
- Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach
- Use Gainsight to effectively manage client relationship through call logging, usage data monitoring and task management
- Work continuously to document the details of each client interaction in Salesforce in order to improve the customer information and drive retention
- Drive engagement with clients through personally crafted sequences and/or marketing provided materials via Highspot
- Utilize Outreach to assist in regular and timely communication with clients as needed
- Comprehend and demonstrate, why and how each of our client types engages with our product and our data
- Participate in monthly global Customer Success Manager meetings to share learnings, success stories and to improve processes
- Polished presentation of PitchBook product to diverse stakeholder audiences
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested
**Skills and Qualifications**:
- Bachelor's degree or equivalent experience
- 2+ years of account management experience preferred
- Prior experience with Gainsight or similar customer success management software
- Excellent verbal and written communication skills with a keen eye for detail
- Enjoys relationship building; comfortable to engage a diverse array of clients to learn their business needs and provide value
- Exemplary presentation skills
- Knowledge of the Microsoft Office suite including Outlook, Word and Excel
- Appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data
- Curious, able and interested to learn about client needs
- Organized with terrific prioritization skills
- Self-motivated, persistent and goal-oriented attitude and can work effectively as part of a team
- Business fluency in Japanese
**Benefits at PitchBook**:
Physical Health
- Private medical insurance
- Additional medical wellness incentives
- Private life insurance
Emotional Health
- Parental leave
- Education subsidies
- Robust training programs on industry and soft skills
- Generous allotment of v
