Park Place Technologies

office • JPN • unknown • Не указана

**What You’ll Be Doing** **Operational Leadership** * Take full ownership of field service delivery operations in Japan, maintaining clear oversight of service performance, team capability, and account health — including proactive identification and management of any accounts at risk. * Provides leadership and day to day oversight of field service delivery operations. * Manages all pro and reactive activities, ensuring all operational metrics that are set by the Area Vice President are met or exceeded. * Ensures compliance with established functional policies and procedures. * Ensures adequate staff with appropriate capabilities to meet company needs. * Conducts periodic assessment of productivity and implements corrective actions as needed. * Provides an annual written performance evaluation for each of his/her employees * Develops service plans for entry into new geographies. * Ensures local skillsets meet service requirements and recommends training or additional resources * Prepares and presents incident review reports when required * Conducts periodic assessments of productivity and implements corrective actions as needed * Manages a diverse and complex scope of support issues **Sales Partnership and Revenue Protection** * Develops strong, interactive relationships with the sales organization and other strategic business units. * Works directly with sales team in transitioning opportunities to service delivery * Participates in Pre-sales discussions to ensure service delivery preparedness * Partner with regional sales and customer success leadership to develop strategies that improve customer retention, expand customer relationships, and protect recurring revenue * Participate in account planning activities for strategic and high-value customers * Support renewal and growth opportunities by providing operational insight, service performance data, and risk assessments * Identify at-risk customers and jointly develop recovery and retention plans with Sales and Customer Success leadership * Provide operational guidance during opportunity qualification, solution design, contract reviews, and service transition planning * Partner with Sales leadership to forecast requirements and service readiness for new business opportunities * Serve as the advocate for Operations within the Sales organization and the voice of the customer within Operations. **Strategic Account Management** * Provides account management for assigned major and strategic accounts * Identifies customer reporting requirements including criteria and frequency * Act as the senior operational executive for assigned strategic accounts * Establishes executive-level customer relationships to increase customer satisfaction, retention, and loyalty * Conducts regular operational business reviews with major customers * Develops and executes account service improvement plans where required * Maintains a strong understanding of customer business objectives, IT strategies, pain points, and operational risks **Customer Success Responsibilities** * Ensure successful transition of new customers from contract award through implementation and steady-state support * Monitor customer health indicators and service performance trends to proactively drive improvements * Collaborate with Sales, Service Delivery, and Customer Success teams to improve customer outcomes and overall customer experience, including recommending customers for enrolment in appropriate support and success programs. * Lead customer escalation management efforts for strategic accounts **People Leadership** * Provides annual written performance evaluations for employees * Provides ongoing performance feedback * Provides daily coaching and guidance * Conducts weekly or bi-weekly one-on-one meetings * Approves employee time-off requests and timecards where applicable * Identifies training needs and supports employee development * Fosters teamwork, diversity, and respect across teams, customers, and vendors * Ensure team members adhere to company best practices, processes, and escalation management procedures, providing guidance and corrective action where required. * Other duties as assigned **What We’re Looking For** * A minimum of 12+ years of experience in an IT infrastructure support environment with a strong understanding of the 3rd Party maintenance industry. * Strong project management skills. * Consistently practices strong organizational, communication, negotiation, and problem-solving skills. * Fluent in both Japanese and English, with the ability to communicate clearly and professionally in both languages, in writing and verbally. * Strong understanding of the Japanese IT infrastructure and third-party maintenance industry, combined with international exposure or experience working across global organizations. * Demonstrated ability to navigate Japan-specific challenges while aligning with the standards and processes of a global, US-headquartered organization, taking a solution-oriented approach to local needs. * Able to effectively communicate, work, and coordinate with responsible teams outside of Japan, clearly explaining local challenges and driving them through to solutions. * Proven ability to build strong working relationships with key teams and leaders both across APAC and globally. **Education** * Bachelor’s degree required. **Travel** * 10% If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707. Park Place Technologies is an Equal Opportunity Employer M/F/D/V. Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.