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Client Success Manager, Japan

Are you passionate about data, consumer trends and innovation? Do you have that special blend of analytical and people skills? Would you like to work in a dynamic and international team and support a prestigious portfolio of global brands and companies across Japan and Asia Pacific region? If yes, this could be the right job for you.

You will be working with some of the world’s leading FMCG brands to ensure Mintel's market leading data and insight is applied to support their commercial objectives. You will achieve this by providing best-in-class levels of service through the whole client lifecycle of onboarding, training, and product engagement.

You could be guiding some of the world’s most recognisable brands to uncover the trends behind zero-waste launches, emerging flavours, marketing to Generation Z, and much more!

Meet the Mintel Client Success team on YouTube

 

What You Will Be Doing

Maintain and continue to grow Mintel’s industry-leading client satisfaction and retention rates:

With Mintel clients:

  • Deliver client work that showcases the value of Mintel solutions. Your interactions may include:
    • Day-to-day support for Mintel’s clients in Japan including new user setup, basic training on Mintel products (web-based/phone), and ad-hoc questions relating to how to navigate the system and identify relevant contents.
    • Creating usage reports and sending these to clients on a regular basis.
    • Responding to client briefs and preparing analysis using Mintel’s pre-published syndicated content, including proofreading translations or translating English into Japanese.
    • Proactively communicating with clients about the most relevant product features/insights for their specific business needs, including regular newsletters.
  • Maintain a deep understanding of the Mintel products and how each can provide value to clients from a variety of sectors and departments (product training will be provided).
  • Partner with the account managers in Japan to ensure there is a service plan in place with each client and join for regular check-in calls or strategic business reviews.

With Mintel internal team:

  • Track client usage to identify usage/renewal risks and work actively with account managers to eliminate the risk.
  • Be a client advocate in internal discussions; provide internal advice to sales, product development, content and marketing on client usage and feedback of Mintel products and how we can better serve our clients.
  • Work with the broader client services team on ideas for new training materials and service activities to share with the account management team.
  • Efficiently log all service activities on our CRM system including detailed feedback following client engagement.

 

Who We Are Looking For

  • 1-2 years of experience gained in a B2B research or professional services environment. A passion and knowledge for the world of FMCG is also highly desirable.
  • Highly developed analytical skills, able to quickly interpret a wealth of information from different sources to build compelling stories with a commercial conclusion
  • Advanced standard in the use of Microsoft Excel and PowerPoint.
  • Native speaker of Japanese with first-class communication skills. This includes being totally at ease on the telephone or face-to-face with clients at a variety of levels. Proficiency in English.
  • Proven organizational skills and ability to multitask and prioritize/manage a heavy workflow.
  • A solution-driven and results-focused attitude. Having the right attitude; based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.
  • Flexibility to travel within the Japan region to meet with clients.
  • Ideally, you will have completed a business-related degree

 

What We Offer

  • A culture that supports true collaboration whilst embracing remote working.
  • Flexi-time working hours (start working between 8:00 am and 10:00 am).
  • Blended (office/home) approach to work.
  • Approach to personal development where we encourage individuals to grow and share what they’ve learned.
  • Social events, both within the department and across the company.
  • Generous annual leave and wider circle employee benefits.
  • Additional one day off to celebrate your birthday.
  • Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
  • Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organized by our Mintel Gives (where applicable).
  • Mental health and wellbeing support via Modern Health App and Employee Assistance Programme.
  • Beautifully designed offices to foster collaboration and fun.

Mintel is an equal-opportunity employer that is committed to the strength of an inclusive workplace.

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