Customer Engagement Manager

OUR STORY
TechInsights is the information platform for the semiconductor industry.
Regarded as the most trusted source of actionable, in-depth intelligence related to semiconductor innovation and surrounding markets, TechInsights’ content informs decision makers and professionals whose success depends on accurate knowledge of the semiconductor industry—past, present, or future.
Over 650 companies and 100,000 users access the TechInsights Platform, the world’s largest vertically integrated collection of unmatched reverse engineering, teardown, and market analysis in the semiconductor industry. This collection includes detailed circuit analysis, imagery, semiconductor process flows, device teardowns, illustrations, costing and pricing information, forecasts, market analysis, and expert commentary. TechInsights’ customers include the most successful technology companies who rely on TechInsights’ analysis to make informed business, design, and product decisions faster and with greater confidence. For more information, visit www.techinsights.com.
THE OPPORTUNITY: 
The Customer Engagement Manager plays a pivotal role in fostering strong relationships between our internal organization and our valued customers. The primary focus will be to enhance customer satisfaction, retention, and loyalty by developing and executing comprehensive engagement strategies.
The incumbent will work closely and collaboratively with cross-functional teams such as Customer Operations by facilitating case management and providing customer support for the content Platform subscribers, ensuring timely triage of cases, resolving technical issues, and communicating any potential challenges to the team, as well as the Product Management and Sales teams to ensure that customers receive exceptional experiences throughout their subscription journey with TechInsights.
 
WHAT YOU WILL DO 

• Develop, implement, and manage customer engagement strategies that align with the company's goals and customer needs 
• Identify the specific metrics such as active users, content utilization, and support tickets.
• Conduct regular and scheduled engagement meetings through the lifecycle of the subscription to assess the extent to which our subscribers are effectively fulfilling their specific customer requirements
• Set up a regular reporting cadence to track engagement metrics and share insights with relevant teams within the organization 
• Document all reviews and customer feedback accordingly within CRM system following prescribed engagement templates 
• Ensure that customers have a smooth and positive experience with our products and services
• Initiate entry-level guided tours of key Platform features, interactive tooltips, and prompts that encourage users to explore different functionalities
• Schedule follow-up calls, emails, or messages to check in with customers after the initial onboarding
• Provide additional, more detailed onboarding for specific functions and features as required for the customer persona
• Document results of the onboarding to capture learnings and opportunities for improvement
• Work with internal Product Managers and Sales Representatives to drive strategies and practices aimed at minimizing the likelihood of customer churn (subscription cancellation)
• Monitor how customers are using their products or services during their subscription period 
• Identify power users and customers who may not be utilizing your offering to its full potential 
• Report weekly to management on progress and make “call to action” risk recommendations to mitigate risk 

 
WHO YOU ARE 

• 1 - 3 years in a customer facing position
• Post-secondary degree/diploma studies in business or marketing or technical product/project management preferred
• Experience in a SaaS type platform environment an asset 
• Working knowledge of CRM systems and tools i.e Salesforce, NetSuite 
• Willing to work 100% in office from our Chiyoda City, Tokyo, Japan office location with flexibility as needed.

As part of the recruitment process for this position, you will be required to submit your latest citizenship and/or permanent residency information. This information will be used to comply with U.S. Export Control Laws and Regulations.
 
WHY WORK WITH US

• High growth company driven by high performance
• Competitive pay and generous benefits
• Expected salary range: ¥8,673,986 to ¥9,694,455
• Flexible vacation policy
• Annual fitness reimbursement
• Strong sense of camaraderie, mutual respect, and shared goals among colleagues
• Support for community through charitable alliances
• Professional and career development opportunities
• Wellness resources and support from management