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Location
Tokyo
Salary
¥13000000 - ¥17000000 per annum
Job Type
Permanent
Ref
BH-18098
Contact
Yasuko Ono
Contact email
Email Yasuko
Posted
Senior Director, Head of Regional Customer Delivery

Overview
Customer Services is an integral part of our growth and success. This division's mission is to continuously enhance our Customer experience in how they consume our software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating us from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview
The Senior Director, Regional Head of Customer Delivery is responsible for contributing to the business growth of the company by managing an expanding services business and the associated team within Japan. This is also with respect to both increased new services and education bookings through the timely, effective delivery of services contracts resulting in a profitable services business and satisfied customers across both the Capital Markets and Regulatory Solutions product lines. This position reports directly to the Regional Head of Customer Delivery APAC.

Responsibilities
  • Lead and manage a team of Services professionals who meet or exceed customer expectations by accurately scoping, assessing, and delivering solutions that address the client's business requirements, utilizing our methodologies and professional service best practices
  • Responsible for aligning with sales, and coordinating Customer Delivery (CD) resources to ensure that services engagements are accurately scoped and client expectations are managed such that client satisfaction is achieved
  • Create and execute a strategy to build, manage, and execute the backlog in order to attain revenue goals; 
  • Promote and support the growth of the Japan Customer Delivery business, and meet booking goals, by 
    • the attachment of professional services to new product contracts and 
    • organic growth within the existing local customer base
  • Demonstrated ability to understand and manage the unique professional and cultural environment in Japan in terms of both customer and staff interactions.
  • Manage the entire customer delivery business for the area, ensuring financial objectives are achieved and expenses are within budget
  • Accurately forecast monthly and quarterly bookings and revenue
  • Partner collaboratively with Sales Management, actively participating in the sales account planning and pipeline management planning activities to assist in identifying new and follow-up Services and Education opportunities
  • Ensure contract business terms do not expose the company to unreasonable risk and provide the capability to achieve target margins
  • Interact with staff, customer, and internal departments as necessary to escalate implementation issues, to ensure timely and effective resolution
  • Collaborate with, and ensure line- and project managers collaborate with the Resource Management team to ensure appropriate and consistent assignment of all applicable staff, to meet billable utilization targets.
Skills And Requirements
  • Minimum 10 years in professional services consulting of which 5 years are within management, with experience in capital markets and/or regulatory solutions for the financial industry preferred  
  • Previous experience developing and executing a business plan resulting in growth
  • Previous implementation experience with mission-critical systems
  • Prior employee management and project/program management experience
  • Strong business knowledge is required to properly communicate with team members and customers on behalf of the company
  • Must demonstrate the ability to apply sound judgment to any situation and negotiate the best outcome for all involved parties
  • Must be able to mentor and manage individuals in a positive and constructive manner, contributing to their overall development as an employee
  • Understands the complexity of software implementations as a result of previous personal experience and applies past experience to assist the current team in achieving their objectives
  • Record of leadership in a global, remote, team-oriented environment, working well in a fast-paced environment and meeting multiple, concurrent deadlines
  • Experience effectively managing a P&L