As a Customer Success Manager, you will be responsible for driving adoption, retention, and overall satisfaction across a strategic portfolio of key accounts. By building deep partnerships and collaborating closely with stakeholders, you will guide customers in achieving their business objectives while maximizing the value of their investment in Fujitsu's solutions and services.

Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for named enterprise accounts, ensuring a consistent, high-touch experience across the entire customer lifecycle from onboarding and adoption to renewal and expansion
• Build and nurture long-term partnerships with customers by understanding their business objectives, aligning solutions, and delivering measurable outcomes that drive mutual growth and long-term value.
• Act as a trusted advisor on services offering, and best practices, guiding customers in prioritizing, and adopting high impact use cases to maximize the value of the investment and accelerate business outcomes

Onboarding, Adoption & Support

• Lead onboarding, training, and post go-live support to ensure a seamless and successful service transition, accelerating time-to-value and setting the foundation for long-term customer success
• Provide strategic guidance, actionable insights, and tailored recommendations that align with customer goals and maximize maximize business value and engagement
• Monitor customer health and engagement metrics, proactively identifying risks and opportunities to enhance the customer experience and strengthen long-term relationships.

Cross-Functional Collaboration

• Orchestrate and align cross-functional teams (sales, pre-sales, and services) to effectively deliver solutions that meet customer objectives and drive overall satisfaction
• Collaborate closely with internal teams to support key activities, including renewals, expansions, and identifying upsell opportunities, ensuring the customer’s evolving needs are met
• Drive timely and efficient resolution of technical issues by coordinating closely with support teams and third-party vendors, ensuring minimal disruption and a positive customer experience

Customer Success Strategy

• Define and implement scalable customer success frameworks that optimize support and engagement, driving consistent, high-quality service across the customer base
• Leverage customer data and feedback to identify trends and opportunities for continuous improvement, enhancing both customer experience and retention
• Develop and enforce best practice policies to ensure consistent, exceptional service delivery, fostering long-term relationships and customer satisfaction

Requirements/Qualifications

• Diploma/bachelor’s degree in information technology, engineering, or related field
• 5+ years of experience in Customer Success, Account Management, Business Development, or similar client-facing roles
• Knowledge of customer service practices, with ITSM and ITIL certification preferred
• Experience in customer success metrics and reporting with the ability to derive actionable insights
• Technical aptitude and the ability to quickly learn new technologies, with a passion for technology and fast-growing businesses.
• Strong leadership skills, with experience managing projects and supervising teams
• Identifies specific business needs/inefficiencies in existing processes and can define meaningful changes for improvement
• Experience collaborating with cross-functional teams to drive aligned strategies and seamless execution
• Excellent executive presence and communication skills