Associate Customer Success Manager

Job description

Vistar Media is the home of out-of-home (OOH). As a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace, we offer technology designed to make buying and selling OOH media easier. Our goal is simple: to help the world's marketers leverage OOH's unique ability to motivate and delight. From strategic partnerships with major media owner networks to executing impactful campaigns with renowned global brands such as Nestlé, Porsche, Target, and Levi's, our team is filled with passionate, innovative, and collaborative problem solvers, engaging and entertaining consumers like you in the real world. Find your home in out-of-home - find your people at Vistar. *As of January 2025, Vistar Media was acquired by T-Mobile and is now part of T-Mobile Advertising Solutions. By combining our DOOH expertise with T-Mobile’s unique customer insights and expansive omnichannel capabilities, we’re creating new opportunities to innovate at scale and make a meaningful impact on the future of out-of-home media.* Intro: You might not realize it, but digital out-of-home is all around you, from the billboards in Shibuya Crossing to screens at transport hubs, retail stores, elevators, electric vehicle charging stations and everything in between. Our mission is to power that global digital signage ecosystem. We've built software solutions that can run entire signage networks and an end-to-end marketplace for programmatic advertising exclusively for digital out-of-home. ## About us: Vistar Media is a rapidly growing global software and advertising technology company. In addition to our industry-leading technology, we're proud of the positive, supportive culture we've built. We're scaling our teams globally; join us! ## About the role: ## The T-Ads Associate Customer Success Manager (Japan) will be Vistar's primary operational and customer-facing resource in Japan. This role combines enterprise technical support, customer success, onboarding and operational coordination. You will support customers throughout their lifecycle, from implementation and go-live through adoption, ongoing operations and retention, while serving as the local link between customers and Vistar's Client Services, Product, Engineering and Enterprise Sales teams. This role will be an early member of Vistar Japan, working with the team to build a strong culture of innovation and winning. ## What you'll do: ● Own the operational customer relationship for Vistar's Enterprise SaaS customers in Japan and act as the primary local point of contact after contract signature. ● Coordinate customer onboarding and implementation from project kickoff through go-live, including timelines, customer readiness, training and internal handoffs. ● Act as the first line of support for Enterprise platform issues, investigate and reproduce problems, and communicate clear solutions or workarounds to customers and internal teams. ● Coordinate escalations with Operations, Product and Engineering, ensuring issues are accurately documented, prioritized and communicated through resolution ● Work with the APAC Enterprise team to drive product adoption and feedback, retention and expansion opportunities, conduct business reviews to improve customer satisfaction. ● Identify customer knowledge gaps and create or localize Japanese-language training materials, product documentation and self-service resources. ● Test significant new features and workflows before release when required, with particular attention to customer impact and Japanese market requirements. ● Maintain accurate customer records, support cases, onboarding plans, health information and operational documentation in Vistar's agreed systems. ● Support selected customer meetings, industry events and local operational activities where Japanese-language or market expertise is required. ## What experience we're looking for: ● 3-5+ years of experience supporting, implementing or managing enterprise SaaS or B2B software customers. ● Fluent Japanese and strong business-level English communication skills. ● Experience in customer success, technical support, software implementation or a similar customer-facing operational role. ● Strong problem-solving skills and the ability to translate technical issues into clear customer communications. ● Experience deploying and supporting software products, including integrations and user-facing applications. ● Comfort troubleshooting APIs and web-based software; experience with Postman, command-line tools, HTML, JavaScript or SQL is advantageous. ● Strong organizational and project-management skills, with the ability to manage multiple customers, priorities and stakeholders. ● Experience in digital out-of-home, advertising technology, digital signage or media operations is preferred but not required. **Who you are:** ● Customer-focused and passionate about helping customers achieve successful outcomes. ● Technically curious, analytical and comfortable investigating unfamiliar problems. ● Highly organized, proactive and able to take ownership from initial issue or project through resolution. ● A clear communicator who can build trusted relationships across customers and internal teams. ● Commercially aware and able to recognize customer risks and growth opportunities. ● Calm under pressure, collaborative and comfortable working across time zones in a global organization. ● Excited to build Vistar's local operating capability in Australia and contribute to a positive team culture. ## What we offer: ● Flexible, supportive and fast-growing global company culture. ● The opportunity to build Vistar's operational and customer success presence in Japan. ● Direct collaboration with regional and global Operations, Product, Engineering and Enterprise teams. ● Competitive compensation and company benefits, which vary by region. If you’re ambitious, highly driven, and interested in making an impact, Vistar is the place for you. Apply to join our team… we’ll see you out there.