CritSit Manager (Japanese)

About the role

Beyondsoft is a mid-sized business IT and consulting company with offices in Singapore and across four continents. This CritSit Manager role sits in the Customer Service and Support team, which owns the Critical Situation (CritSit) process. CritSit covers business-critical situations escalated by the client's highest-priority Premier customer segment, including government, military and Fortune 500 customers. The role is part of the Execution Team, which provides 24x7, 365-day-a-year after-hours coverage and manages CritSit situations across all technologies. The schedule is a fixed 8-hour rotation (Tue-Sat or Sun-Thu), with no night shift or on-call currently, though weekend and public holiday coverage may be required.

Key responsibilities

• Manage Premier Customers' and Partners' Critical Situation incidents so the CritSit process is followed and escalations are addressed.
• Deliver a high-quality customer and partner experience through timely responses to internal and external needs, owning active Critical Situations.
• Expand internal visibility of Premier Customers' Critical Situations, including Enterprise Accounts and Partners, during after-hours.
• Identify systemic issues and process breakdowns in the CritSit process and flag them in the CritSit system.
• Work with customers and internal groups to resolve issues and improve business processes quickly.

Required profile

• Minimum 4-5 years of experience in a customer-oriented role, with 1-2 years in a technical role desirable.
• Fluent spoken and written English and Japanese.
• Customer-focused, with strong negotiation and problem-solving skills.
• Ability to communicate assertively and positively across multiple management levels, and to influence and lead actions across the group.
• Strong organisational skills to manage escalations between departments.

Required skills

• Broad knowledge of Microsoft products, programs and policies.
• Preferred: Bachelor's degree in Computer Science or Information Technology, ITIL and PMP certification, service delivery experience and experience managing a vendor/partner team.