Senior Customer Success Specialist, TIC

The Senior Customer Success Specialist (TIC) supports the Japan commercial organization by providing sales process support, customer coordination, and operational assistance throughout the customer lifecycle.

The role is primarily focused on Sales Process Specialist (SPS) activities, including quotation support, order management, customer communication, and coordination with internal stakeholders. In addition, the position contributes to customer success initiatives and marketing support activities to enhance customer engagement and overall business performance.

Sales Process Support (Approximately 85%)

• Prepare and follow up on quotations and proposals.
• Support order processing, order management, and customer inquiries.
• Coordinate activities between customers, Account Managers, engineers, and delivery teams.
• Support pre-sales and post-sales administrative activities.
• Track opportunities and customer activities using internal systems and CRM tools.
• Assist sales teams in managing customer requests and ensuring timely execution of sales processes.
• Identify process improvement opportunities and support implementation of best practices.
• Maintain high levels of customer satisfaction through effective coordination and communication.

Customer Success & Marketing Support (Approximately 15%)

• Support customer relationship management activities and customer engagement initiatives.
• Coordinate cross-functional efforts to resolve customer issues and improve customer experience.
• Assist with customer retention and account development activities.
• Support marketing initiatives, including exhibitions, webinars, campaigns, and lead follow-up activities.
• Help track and report marketing-generated leads and customer engagement activities.
• Collaborate with sales and marketing teams to drive customer outreach and business growth opportunities.

• Bachelors and/or graduate degree in business, engineering, or related field.
• Proficient in MS Office (Word, PowerPoint, Excel, Outlook), and CRM software.
• 6+ years of related experience.
• Relevant knowledge and capabilities related to TIC products / services.
• Previous experience in customer facing job, ideally with senior and executive-level customer contacts.
• Business acumen and understanding of business sales processes.