Implementation Specialist (Japanese speaking)

Job Summary:

We are looking for a proactive and detail-oriented Implementation Specialist to join our Account Services team. The ideal candidate enjoys teaching and training, is analytical and comfortable working with data, thrives on managing multiple projects, and is always one step ahead to ensure customer success. An analytical communicator and problem solver, passionate about CX, eager to contribute in SaaS, and curious about the role of AI in transforming CX.

The successful candidate will partner closely with customers to educate, configure, and deploy solutions, while guiding them in adopting best practices and reaching key Implementation milestones.

This job posting is to cover for an employee going on maternity leave, but there is a strong possibility that the employment may continue beyond the duration of the maternity leave.

If this sounds like you and you have a desire to do something amazing with an incredible global team, how about we talk?

About CG

CustomerGauge is the leading Account Experience software vendor, recognised as number 1 in b2b Voice of Customer by Gartner, and our Account Services team is looking for a Specialist to implement new customers and support rollouts with some great accounts including Heineken and Coca-Cola. As you can guess, drinks are part of the package!

Let’s talk about the role:

Inspiring key contacts at these accounts is part of this role - feed in best practice from other customers, challenging them to improve their metrics, and retain their customers better.
Additionally, you’ll be responsible for the following areas.

System set-up

• Manage, validate, and adjust data settings based on customer needs 
• Build and customize detailed dashboards and reports that enable customers to monitor and analyze their CX metrics
• Support customers with system integrations (e.g., CRM, SSO, APIs, webhooks) 
• Build branded, best-practice campaigns
• Support in testing

Project Management

• Coordinate customer implementations and multiple rollout projects simultaneously, balancing planned milestones with ad-hoc requests
• Create and maintain project timelines, clearly defining deliverables, responsibilities, and deadlines
• Weekly tracking and reporting on project status, highlighting progress and potential risks - communicated internally and externally
• Serve as the voice of the customer by channeling feedback, priorities, and requirements to other internal teams (Strategic Account Management, Product), ensuring alignment and continuous improvement during onboarding

Education and Process Enhancement

• Constantly propose improvements to enhance processes
• Co-develop educational materials that both address proactive teaching and tackle Frequently Asked Questions in a scalable manner
• Keep existing processes, checklists and education materials up-to-date with new developments
  
  

Your regular metrics are based on our core milestones for implementation: speed of education adoption, data integrations, campaign launch and close the loop activities in your accounts.

But it does not stop there; you are an evangelist, culture carrier, educator, communicator, able to understand technical questions and communicate solutions. Maybe you’ll be on one of our podcasts talking about what you do or perhaps you’ll write up your tips and tricks on LinkedIn.

In CustomerGauge, you’ll have the headroom to develop your career - this role has traditionally led to some interesting promotion paths to product management, pre-sales engineering, and strategic account management. We’ll teach you the business, and we hope you can teach others.

Why us?

Our mission; we're helping our clients create better Account Experiences for their clients. Such a simple thing, but with our large b2b clients, we're having a massive impact on the world. Have you had a great experience with a company recently? It's possible CG had a lot to do with it.

We are a diverse organisation that celebrates differences. Started in Amsterdam, our multicultural approach means we currently have more than 10 languages and nationalities. And there’s something about working on a global team where you can connect with a sales member locally all the way to the product manager in Amsterdam on any given day. Update your passport because you’ll likely have to travel!

Benefits you’d expect: competitive salary, occasional travelling to visit customers

Who you are:

• Has 1–2 years of experience in project management, customer success, customer support, and/or account management
• Is a fast learner who can work independently and as part of a team, and take ownership of projects
• Has exceptional communication skills and comfortable presenting to key stakeholders within your accounts
• Enjoys interacting with customers and continuously strives for their success while being commercially minded
• Is comfortable working both independently and as part of a team
• Thrives in a dynamic constantly evolving high tech environment
• Is multi-tasking, flexible in changing priorities and organised. Willing to support internal projects that contribute to the growth and efficiency of the company
• We like: hard workers, team players with a can-do attitude
• Language skills: English and Japanese required
• Located in the Netherlands with the ability to travel to our Amsterdam office 3 days a week

Benefits:

Excellent employment terms, including:

• Macbook provided
• 20 paid annual vacation days (plus national holidays, plus 5 additional days to be assigned by CustomerGauge, usually around Christmas)
• Participation in the SAR plan after probation period
• Reimbursement of public transport (2nd class) for office commuting in case you are based outside of Amsterdam
  
  

Why Join Us?

- Gain hands-on experience in a dynamic and supportive environment.

- Opportunity for career progression within the organisation.

- Work with a collaborative team dedicated to professional growth and customer satisfaction.

Equal Opportunity Employer:

CustomerGauge is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.