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Customer Success Manager, Japan

Minato City / Japan


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Your Opportunity

The primary goal is to help customers to gain their expected value by accelerating their Blue Prism’s Digital Workforce implementation journey by easing customer’s pains and difficulties in implementing Blue Prism’s Digital Workforce.

You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organisation, Partners, Support team, Professional Services, and Product Management to ensure that Blue Prism is delivering overall superior service and support to our customers.

You will also be responsible for elevating the customer experience within Blue Prism’s accounts. The primary goal is to ensure customers derive maximum business benefit from their Digital Workforce powered by Blue Prism’s Robotic Operating Model (ROM) in as short a time frame as possible by mobilizing the services and resources required to support the removal of all potential roadblocks along the customer journey.

Additional responsibilities include but are not limited to the following:

  • Timely provide industry success cases that help customers solve their pains and problems so to customers able to drive and accelerate their automation journey.
  • Timely communicate with customers to identify their expectations, pains and issues on their automation journey.
  • Develop programmatic and productive process to approach and deliver expected support to those mid-sized and small-sized customers.
  • Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment;
  • Develop a trusted relationship with customer representatives at all levels such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Blue Prism Digital Workforce to be realized.
  • Utilise your experience of deploying RPA at scale to identify where improvements can be made to the customer's capability and ROM.
  • Have the knowledge and relationships of all Blue Prism internal teams and Partners (including training partners) to be able to determine and mobilise the optimal resource for each improvement activity.
  • Be sufficiently knowledgeable of the product roadmap, forthcoming product enhancements, the Technical Alliance Partners and Delivery partners' usage of complementary technology to be able to crisply articulate the headlines to customers and help them understand how they could benefit from deploying them.
  • Co-ordinate the introductions and, where appropriate, the mobilisation of teams/resources required to support additional use of the Blue Prism product and the complementary technologies.
  • Track all milestones related to Customer Success activities such that the overall progress of each priority customer's RPA program can be closely monitored.
  • Measure each customer's progress against industry-standard benchmarks and report on progress to the Customer and the Blue Prism executive
  • Share customer success reports and customer use cases with the Executive sponsors and Blue Prism's Customer Experience team
  • Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling
  • Monitor the likelihood of customers renewing their current contract and work with the Account Manager to instigate remedial action where required.
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Our Ideal Candidate

  • The ideal candidate will have experience of implementing large scale robotic process automation programs using a recognised Robotic Operating Model
  • Candidates with a strong project/program management and demonstrable consultative skills will also be considered.
  • You will need to be a commercially astute team player who possesses excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy when managing stakeholder relationships across all levels in any organisation.
  • Your problem-solving skills and technical aptitudes should allow you to adapt to new circumstances and learn quickly when facing new problems and challenges.
  • You will be looked upon to set an example for good working procedures and practices.
  • Strong background working in Robotic Process Automation and leveraging a Robotic Operating Model (ROM) to orchestrate initiatives to improve business benefit at scale.
  • Alternatively, experience in program management or management consultancy with Fortune 500 clients for 5 years or more will be considered and full training on the ROM will be provided.
  • Ability to strategically expand new opportunities within existing accounts,
  • Superior customer facing skills and ability to establish executive level relationships
  • Extremely well organized with the capacity to travel in addition to managing multiple customers remotely
  • Flexibility to work in a rapidly changing, complex environment
  • Proficiency in leading meetings and delivering presentations with excellent written and verbal communication skills
  • Great attitude with the ability to foster a fun, productive working environment
  • Ability to be part of a team or equally driven to build the customer relationships alone
  • Native Level Japanese and Business Level English is a MUST.
  • Following certification or equivalent experience for 5 years or more is desirable. o Project Management Professional o Certified Business Analysis Professional o ITIL expert o BPM Certification
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Additional Information

Blue Prism is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other characteristic protected by applicable federal, state or local laws.

Blue Prism is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Blue Prism via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Blue Prism. No fee will be paid in the event the candidate is hired by Blue Prism as a result of the referral or through other means.

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