Services Director – Japan

A global software firm specializing in customer experience management, analytics, and solutions for call centers, financial institutions, and security organizations. It offers data analysis, customer engagement, and workforce optimization tools to enhance operational efficiency and user satisfaction.

Position Summary

Services Director will be responsible for the end-to-end delivery of customer engagements. They are accountable for all services delivery for a portfolio of accounts and act as a single point of contact for the client during the engagement lifecycle. This includes implementation, rollout, and delivery of products and services, solution adaptation, ongoing support as well as business development and generating new business jointly with the sales team.  They are accountable for the Project and Support teams assigned to them including mentoring, supervision, and professional growth.

Key Responsibilities

• Services leadership managing customers, staff, business partners and internal stakeholders.
• Achieving KPIs such as booking targets, revenue, and profitability, CSAT and ESAT, Support SLA among others.
• Developing, building and maintaining effective and highly efficient services team.
• Cross functional leadership and collaboration to drive business results.
• Act as territory escalation point of contact for all services related matters.
• Drive compliance to methodologies, tools, and practices.
• Ensure adherence to published policies and procedures.

Job Requirements

• Strong knowledge of Project Management practices and Professional Services delivery.
• Good management and leadership abilities.
• Ability to grasp the requirements of customers and ensure they are addressed through the engagements.
• Excellent communication and presentation skills.
• Business Acumen to drive and support sales initiatives.
• Managing business partners.