Customer Success Advisor

Job description

Customer Success Advisor What you can expect You will support Japanese customers through email-based guidance on product adoption and onboarding. You will analyze usage patterns, create training content, and execute engagement initiatives to drive value realization. You will help customers maximize their investment in Zoom solutions and prevent churn through proactive support. You will be based in Tokyo and report to the local Japan CSM manager. About the Team We ensure customers achieve their business goals through our products. We build trusted relationships and drive adoption through consistent execution. Our team serves as the bridge between customer success and product value. What we’re looking for Have 3+ years of experience in customer success, customer support, or customer-facing roles Read and write in English for internal communication and documentation purposes Have a professional business level in written Japanese at business level, particularly for email correspondence Be able to solve problems independently by researching information and providing accurate responses without supervision Be able to create response templates, FAQs, and customer-facing documentation このポジションについて Zoomのカスタマーサクセスチームでは、カスタマーサクセスアドバイザー（CSA）を募集しています。本ポジションは、Named CSMが担当しない日本のお客様に対して、メールを中心としたカスタマーサポートおよびプロダクトアダプション支援を行う役割です。東京オフィスを拠点とし、日本のお客様に対してタイムリーかつ質の高いサポートを提供していただきます。 チームについて カスタマーサクセスチームは、Zoomのお客様がプロダクトを最大限に活用し、ビジネス目標を達成できるよう支援する重要な役割を担っています。私たちはお客様との信頼関係を構築し、プロダクトの利用促進を通じて、お客様の成功とZoomの成長を両立させることを目指しています。 業務内容 Named CSMが担当しないお客様からの問い合わせ（オンボーディング、アダプション、ベストプラクティス等）にメールで対応 お客様のプロダクト利用状況を分析し、利用促進、離脱防止のためのマスアプローチを実施 離脱リスクが特定された場合、社内アカウントチームとの連携やエスカレーションを実施 リニューアルに向けたアダプションレビューおよびビジネスバリューの提示 Zoom製品（Zoom Phone、Zoom Rooms、AI Companion、Webinar等）に関する日本語トレーニング動画（Clips）の作成 お客様向けのトレーニングの企画・実施 お客様向けのオンボーディングリソース・テンプレートメールの作成 すべてのお客様とのやり取り・インサイト・成果をCRMに記録 応募要件 3年以上のカスタマーサクセス、カスタマーサポート、またはそれに準ずる顧客対応業務の経験 ビジネスレベルの日本語力（特にメールでの読み書き能力） 英語の読み書き能力（社内コミュニケーション・ドキュメント作成に使用） 自ら情報を収集し、調査した上で回答できる自主的な問題解決能力 対応テンプレートやFAQの作成経験 Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment​ At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.