The role

The Engagement Manager reports to the Japan Country Manager and will be responsible for both pre-sales support and post-sales delivery.

The role will require you to understand the product capabilities and how they can solve the customers’ problems, leading on technical demos of the products, and driving successful outcomes from POCs.

Once the customer is secure, you will be responsible for managing the implementation process through successful go-live, and driving adoption within the business.

Responsibilities

• Customer success

  • Owning the post-sale relationship of the company’s Enterprise clients, including implementation, on-boarding, training, driving platform adoption, and Quarterly Business Reviews, and renewals.
  • Be a trusted advisor to drive product adoption and ensure customers are using the company’s product to achieve full business value
  • Re-engineer specific customers' business processes to enable their adoption of AI products
  • Work with customers to architect impactful and value-creating solutions which can integrate and transform customers’ business processes.

• Solution Engineering

  • Work with customers to understand requirements and value drivers.
  • Perform demonstrations to bring to life the product capabilities for customers.

• Proof of Concept (POC) Management

  • Work with customers to scope their needs for a POC
  • Work with customers to prove the value of the company technology in a test case and support in driving the success of POCs
  • Act as project manager and technical advisor for POCs to ensure success and conversion to production engagements

• Strengthen customer relationships

  • Ensure satisfaction across the customer hierarchy, from C level to daily users of the product
  • Drive overall customer success responsibility and act as an escalation point for service issues
  • Demonstrate one’s grit, tenacity, and responsiveness to the client and stay up-to-date on client detailed requests as well as strategic trends
  • Actively identifying opportunities for cross-selling or increasing penetration, in coordination with the Business Development, Product & Research teams as needed

Requirements

• Proven project management and stakeholder management experience on execution/delivery side (eg, senior project manager experience at leading consulting firms/tech companies or equivalent experience)
• Experience with Enterprise Solution Architecture: understanding and defining business requirements for enterprise clients and translating them into technological requirements
• Excellent problem solving skills and first principle thinking
• Strong at relationship development across customer hierarchy, from C level to daily users of the product
• Strong communication skills to bridge a gap between customers’ needs and internal Product/Data Science/Research teams’ constraints and priorities
• Native fluency in Japanese. Advanced business-level English is also required.
• Self-Starter with appetite to learn about new technology and customers

Nice to have

• Familiarity with Artificial Intelligence concepts (eg, Machine Learning, Natural Language Processing, and Computer Vision)
• Knowledge of insurance industry

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