• Act as the main point of contact to customers under contract or subscription,
• Maintain regular contacts with your assigned customer and identify pain-points to be addressed,
• Act as a facilitator and ensure customer retention and renewal,
• Manage customer requests and complaints, and work with the correct team (Customer Care, PS,
• Sales, etc.) to help solve them,
• Provide Account Managers support during the sales process and act as a sales asset,
• Identify and qualify new business opportunities, and hand them over to the sales team,
• Provide your help and support during the many internal hand-overs (Sales, Pre-Sales, Professional
• Services and Customer Care),
• Measure customer success and adoption,
• Meeting with Customer and Project Manager during the installation phase to assure a smooth

• Stay in touch with their accounts to maintain the Lectra relationship as a premium market leader,
• Develop and manage client portfolios,
• Oversee Support and Services Team delivery acting as the point of escalation for customer issues
• and obstacles,
• Monitor, analyze and share customer usage data,
• Proactively coach customers and deliver Customer Success plans that enable fast deployment and

• Monitor account health and eliminate adoption gaps at the customers,
• Measure business outcomes and drive mutual success planning,
• Sustain business growth and profitability by maximizing value,
• Mediate between clients and the organization,
• Handle and resolve customer requests and complaints,
• Minimize customer churn,
• Accompany customers during customer journey from the delivery to the end of contract.

• Bachelor’s Degree in Communications or Marketing Degree or equivalent work experience,
• 5+ years of successful account management, sales with a farmer mind-set, customer training

• Proficiency with Microsoft Word, Excel, Power Point and Outlook,
• Experience with Salesforce.com a plus,
• Prior experience in the Software Industry is a plus.
• Passionate about the fast-growing Saa S industry,
• Exceptional communication, presentation and problem-solving skills,
• Able to analyze customer data to improve customer outcome and experience,
• Self-driven and proactive nature,
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive
• attitude,
• Strong ability to align technical concepts & features to business needs,
• Capacity to develop a relationship in a face-to-face environment,
• Solution-oriented mind-set.
• Fluency in Japanese and English is mandatory

• The position is based in Tokyo or Osaka
• There will be 50% of travel to customer sites/Lectra offices.