Retention Specialist - Japan

Adobe

Responsibilities
Experience
Company Type
Workhours

This position is part of the Adobe Global Services (AGS) Retention Management team and is mainly

responsible for analyzing account activity, risk, and usage to support customer retention and

growth. Retention Specialists will deliver results in template or customer proposed templates.

Updates may be scheduled or ad hoc requests. The ideal candidate should be analytical, engage with

cross functional teams (CSM, CSM Ops, Retention Marketing, Consulting, Customer Care, Product

Manager, Sales, Renewals Team and Credit) to drive mitigation of customer renewal and satisfaction

risk. Successful Retention Specialist must have strong project management skills, excellent verbal

and written communication skills, leadership skills, analyze multiple sources of data, detailed

analysis, and deliver recommendations to the account team which results in retention or growth

opportunities.

Retention Specialists support our sales and account management organization by analyzing account activity, risk, and usage to support customer retention and growth. Retention Specialists will deliver results in template or customer proposed templates. Updates may be scheduled or ad hoc requests.

What you’ll do

Successful Retention Specialist candidates have a proven track record of achievement in the following areas:

  • Manage overall customer success to ensure high retention and renewal rate.
  • Proven track record of managing Japan as a region. Excellent command over local language
  • Work directly with sales and account management team on named accounts, vertical, or region.
  • Review on-going product usage, account health, risks assessment, upsell/cross-sell, industry
  • trends, customer trends, and competitor landscape.
  • Document and deliver actionable insights for the account team to leverage in customer
  • engagements.
  • Deliver monthly or quarterly account review for upcoming renewals and mandatory product upgrades.
  • Fully understand client requests, documenting and engaging appropriate resources.
  • Deliver professional quality content for presentations or client meetings.
  • Engage and provide meaningful insight at AVP Sales level.
  • Provides actionable insights to various stakeholder groups
  • Provides actionable insights into top issues focused on CX

  • Role includes responsibilities for Customer Success activities (e.g., product and
  • services adoption, advocacy, retention, etc.) and associated outcomes (e.g., renewals, up-sell,
  • expansions, etc.).
  • Analyze risk in Accounts and collaborate with stakeholders to create actions plans & risk
  • mitigation strategies
  • Develop mitigation strategy, share best practices and improvise playbooks on risk mitigation
  • Follow up with cross functional teams and mitigate risk associated with the account

What you need to succeed

•     Must be a Graduate with at least 5-6 yrs of experience.

•     Self-managed, responsive, and dedicated to client success.

•     Good organizational and communication skills (Japanese) - both verbal and written.

•     Good presentation & analytical skills.

    Exposure to a variety of data - driven systems and databases such as MS Excel, Salesforce, etc.

•     Strong data gathering and analytical skills.

•     Advanced skills to work efficiently on MS Office applications – Excel, Power-point, Word.

•     Demonstrated ability to deal with change and be a team player.

•     Ability to work in APAC shift.

• Excellent oral, written and interpersonal communication skills and the ability to communicate

clearly at all levels

•     Ability to prioritize task and manage time effectively

•     Ability to influence others and gain acceptance of your ideas

•     Analyze Account health and present summary in easy to interpret fashion

•     Stay abreast of new developments on Adobe Products and Solutions, competitive

positioning in the market-place and latest studies from Forrester & Gartner.

• Be an Ideal team player and contribute towards team performance by sharing best practices and ideas on resolving issues

• Self-motivated individual with ability to work effectively in an unstructured environment with conflicting priorities

•     Displays Professional behavior and strong work ethics

At Adobe, you will be immersed in an exceptional work environment that is recognized

throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. We’re passionate about cultivating great leaders throughout the organization and we understand that product innovation comes from people innovation.

If you’re looking to build your career, Adobe’s the place for you. Discover what our employees are saying about their career experiences through the Adobe Life magazine.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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