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Build Long-Term Relationships with Global Organisations Across Asia-Pacific

Do you enjoy building trusted client relationships and helping organisations get real value from the products and services they invest in?

At ECA International, we help organisations around the world manage international employees, business travel and global mobility through market-leading data, technology and expert insight.

As our customer base continues to grow across the Asia-Pacific region, we're looking for a Japanese-speaking Customer Success Manager to join our Sydney team.

This is far more than a traditional account management role. You'll become a trusted partner to customers, helping them successfully adopt our solutions, maximise the value they receive and build long-term relationships that support their business.

Working with clients across Australia, Japan and the wider APAC region, you'll combine relationship management, problem solving and commercial awareness to deliver an outstanding customer experience.

What You'll Be Doing

As part of our Customer Success team, you'll work proactively with customers throughout their journey with ECA.

Your responsibilities will include:

• Building trusted, long-term relationships with customers and becoming their primary point of contact.
• Supporting new customers through implementation and onboarding, ensuring they quickly realise value from our platform.
• Delivering training and guidance to help customers get the very best from ECA's products and services.
• Monitoring customer engagement and account health, identifying opportunities to improve adoption and satisfaction.
• Working closely with colleagues to retain customers and support successful renewals.
• Identifying opportunities to introduce additional products and services that add value to customers.
• Sharing customer feedback with internal teams to help shape future product improvements.
• Analysing customer usage and success metrics to identify trends and opportunities for continuous improvement.

Requirements

What We're Looking For

We're looking for someone who enjoys working with people, takes ownership of customer relationships and thrives in a collaborative environment.

You'll ideally have:

• Business-level Japanese and fluent English, both written and spoken.
• Experience in Customer Success, Account Management, Client Services or another customer-facing role.
• Excellent communication and relationship-building skills.
• A proactive approach to problem solving and delivering great customer outcomes.
• Strong organisational skills with the ability to manage multiple priorities.
• Confidence working with technology and learning new software platforms.
• Experience within a SaaS environment would be an advantage, although it's not essential.
• Knowledge of Global Mobility or Business Travel would also be beneficial, but full training will be provided.

Benefits

Why Join ECA International?

At ECA, you'll be joining a global business trusted by organisations around the world to support their international workforce.

In return, you'll benefit from:

• Hybrid working from our Sydney office.
• Work from anywhere Scheme
• Holiday buy or sell Scheme
• Excellent employee benefits.
• Classpass (gyms, sports & spa's)
• Ongoing learning and career development.
• A collaborative, supportive international team.
• The opportunity to work with customers across the Asia-Pacific region.
• A business investing in technology, innovation and the future of customer success.

If you're passionate about building relationships, enjoy working with international customers and want to use your Japanese language skills in a genuinely global role, we'd love to hear from you.

Apply today and help shape the customer experience at ECA International.