Job Title        Customer Renewals Manager

Line Manager Sales Director, Japan

Location            Tokyo, Japan

Department    Sales

Role Summary

RWS (SDL Japan) is looking for an Associate Customer Renewals Manager to join the Japan Sales Team.

The Associate Customer Renewals Manager will be supporting our Clients and their contracts in a consultative manner to ensure a continuous and successful engagement with RWS.

As part of an enthusiastic regional Team you’ll be responsible for a subset of our customer base in order to build valuable relationships with them and the Teams that service the customer. The ideal candidate will be detail oriented, with strong organizational and communication skills. We are looking for someone who is as passionate about providing an exceptional experience for our customers. Also this candidate should work closely with Global Customer Renewal Team in HQ.

Key Global Responsibilities

Reporting to Sales Director in Japan and also closely working with the Manager of Global Customer Renewals, an Associate Customer Renewals Manager will be required to:

• Pro-actively review the customer contract to ensure commercial agreement is in line with current customer business use
• Pro-actively work with the RWS Legal Team on contract conversions and alignment to current customer business use following analysis done with RWS Development
• Contact and follow-up with customers and partners to ensure a timely maintenance renewal process: prepare renewal quotes for maintenance contracts within 90 days prior to expiration
• Manage customer requests for contract merges, transfers and license purchases
• Weekly reporting on progress of maintenance renewals
• Administer and consolidate data concerning maintenance renewals
• Track cancelled maintenance contracts including reasons for cancellation
• Maintain accurate records of all contacts with clients
• Liaise with other members of the Content & Analytics and Language Groups to exchange information and increase professionalism
• Management of assigned internal projects
• Liaise with Japan Sales Teams to actively promote sales opportunities such as uplift, extended support, additional licenses opportunities
• Develop and maintain relationships which benefit client & RWS
• Identify new business opportunities to generate a growing revenue stream for RWS

Key personal skills and experience:

• Min 1-2 years business experience in a customer renewals management or similar position
• Be confident in the interaction / negotiation with decision makers at client side
• Excellent attention to detail and a commitment to both accuracy and quality
• Demonstrated ability to work independently as well as in a team environment
• Ability to multitask in a fast-paced, high pressure environment
• Ability to take initiative, and a strong work ethic
• Must be able to work towards set deadlines
• Ability to meet new challenges with optimism and an open mind
• Native Japanese communication skill
• English communication skill to work with RWS internal team

Technical skills

• Native Japanese communication
• Fluent in English
• Excellent customer service and communication skills
• Excellent verbal and written communication skills
• A thorough understanding of delivery of Client Services