Customer Success Manager, Looker, Google Cloud (English, Japanese)

Job Description

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Qualifications

Minimum qualifications:

• Experience driving technology and digital transformation programs for external customers utilizing cloud-based solutions.
• Experience creating strategic roadmaps with customer stakeholders to help drive solution adoption and business value.
• Experience assisting enterprise customers in IaaS, PaaS or SaaS products.
• Ability to speak and write in English and Japanese fluently.

Preferred qualifications:

• Bachelor’s degree in a management, technical or engineering field.
• 4 years of customer-facing experience, interfacing with executives and driving customer transformation programs.
• Experience leading or project managing analytics or business intelligence programs in large enterprise organizations.
• Experience working with enterprise and solution architects to define future states of the roadmap to deliver to customers.
• Experience collaborating with channel partners, system integrators, and knowledge of the Google Cloud ecosystem.
• Excellent communication, presentation, and program management skills, with ability to explain complex technical concepts to non-technical and executive audiences effectively in both English and Japanese.

About the job

As a Customer Success Manager (CSM), you will act as a trusted advisor to a portfolio of customers to help them gain maximum value from Google’s Data and Analytics tools, and will work with other customer-facing teams to ensure that a customer’s experience on Google Cloud exceeds their expectations.

In this role, you will directly manage a portfolio of accounts that includes high-touch and scaled outreach. You’ll partner with customers to develop a plan that aligns their business needs to Success Accelerators: organizational, programmatic, and technical strategies designed to reduce time to value for Google solutions. For accounts managed by Google Cloud Platform CSMs, you will act as a solution subject matter overlay, defining strategy, and identifying and delivering priority accelerators as part of an overall customer transformation plan.

You will ensure fast onboarding to Google Solutions, driving their adoption, removing organizational and technical barriers, and identifying opportunities for customers to increase business value through adopting additional solution products. You will act as a customer advocate for product requirements within your solution area. You will support the community outreach to customers in a scaled approach.

Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

Responsibilities

• Drive the successful onboarding and adoption of Google Cloud Data and Analytics solutions for a portfolio of accounts
• Serve as a subject-matter expert in analytics, and provide thought leadership to customers at Executive and Practitioner levels
• Partner with customers and customer-facing teams to identify success services that will accelerate their time to value, and develop plans to implement these services, including the tracking of objectives, stakeholders, milestones, risks, and metrics
• Guide customer stakeholders, through the changes needed to unlock the full value of Google Data and Analytics solutions, providing guidance to help them design the optimal enablement and adoption strategy to maximize business value
• Engage with a portfolio of customers using a tiered approach of both high-touch and low-touch, and tailoring communication style to maximize impact of outreach across a large segment of customers

Location

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .

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