Keita Okayama
Director, Customer Success
Ichikawa, Chiba
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
32
32
years of professional experience
Work History
Director, Customer Success
MuleSoft Japan/Salesforce Japan
Tokyo
03.2022 - Current
- Positioned as one of the leaders in the Magic Quadrant for the seventh consecutive year (both in the areas of integration platform (iPaaS) and API management)
- Reporting to Regional Vice President, Customer Success Group based in Japan
- Manage 8 digit figure of total ARR in USD, Archived 91% of renewal rate over 80 accounts
- Manage 4 direct members (Success Managers and Success Architects, multi-national) and 2 dotted members
- Led to build and maintain tight relationship with customer's executives and key persons from their field to ensure each customer gained their success from our products and services
- Led critical escalation to solving the problem with inter-department collaboration such as Technical Support, Account Management, Solution Engineering, Product Management and others
- Highly contributed to launch new support service offer in Japan and drive adoption
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to quality of outcomes
- Proactively rolled up my sleeves as needed for critical problem solving or manage the accounts
Manager, Customer Success
Cybereason Japan Corp.
Tokyo
07.2021 - 02.2022
- No. 1 market share vendor in cyber security end point protection products/services in Japan
- Brand-new position the company decided to create a new team based on the segmentation by ACV
- Reported to Director, Customer Success based in Japan
- Manage 4 direct members and opened 1 headcount
- Manage 8 digit figure of total ARR in USD, Archived 93% of renewal rate over 180 accounts by my team
- Understood each of CSM’s character, background and skills, and assist his/her professional growth
- Highly contributed to launch the new packaged offer for SMB market
- Led inter-department collaboration such as R&D, Marketing, Product Support globally to fill the gap between products and customer's expectations
- Proactively rolled up my sleeves as needed for critical problem solving or manage the accounts
Regional Director, Customer Success and GD
Afiniti Japan Ltd.
Tokyo
12.2019 - 06.2021
- Rejoined as a Head of Customer Success and Engineering, was offered by my previous manager (SVP)
- Reported to Senior Vice President, Global Deployment based in the UK
- As a Regional Director of Customer Success, manage 10 to 12 professionals globally to deliver positive or more higher gain powered by our Artificial Intelligence for the existing clients
- Managed 4 product managers in parallel
- Various pre-sales activities to acquire target enterprise prospects
- Drove joint marketing and events (seminars, sessions etc.) with our technology partners
- Program management for global deployment roadmaps for key features
Principal Customer Success Manager
SAS Institute Japan Ltd.
Tokyo
12.2018 - 12.2019
- Brand-new position for SAS Japan
- Reported to Director, Global Customer Success based in the US Headquarters
- Full ownership for all my accounts with holistic care approach such as “24 hours x 7 days hot line”
- As a CSM, collaborate 7 to 9 professionals globally on daily basis to deliver best outcomes
- Inter-department collaboration with DevOps/R&D, Product Management, Professional Services
- Contributed improvements of the software quality as customer advocacy particularly localizations
- Proactively wear multiple hats for internal and my accounts to served holistic care
Senior Project Manager, Global Deployment
Afiniti Japan Ltd.
Tokyo
03.2018 - 12.2018
- Start-up environment in Japan (office opened May 2017), Washington DC based pre-IPO company who provide call routing by Artificial Intelligence for contact centers
- Reported to Senior Vice President, Global Deployment and Engineering based in the UK
- Built strong relationship with trust with the customer's stakeholders
- Proposed our AI solutions as pre-sales to our enterprise prospects such as largest telecom and major CATV companies
- Collaborated with 7 to 9 professionals globally on daily basis for proposals and technical related Q&As
- Proactively done outside of my main role such as sales support, marketing and business development etc.
- Drove build and maintain strategic alliance relationship with Avaya and generate opportunities
Senior Customer Success Manager
Genesys Japan Co. Ltd.
Tokyo
02.2015 - 02.2018
- Brand-new position was offered by my previous colleage
- Reported to Senior Director, Customer Success based in Australia
- Collaborated 8 to 10 professionals globally on daily basis to deliver mutual success
- Managed more than 30 various accounts small high-tech companies to large financial companies
- Highly contributed to launch and manage brand-new Customer Success Program in Japan
- Advocated for my accounts to improved product quality and accuracy of localization
- Contributed NPS score improvement to 8-10 range from 3-5 on bi-annual relationship survey
- Contributed additional $100k revenue/year (non-quota) from day-to-day communications
- Contributed increase renewal contract value to 13% Year-over-Year by upselling to existing my accounts
Business Development Manager, Strategic Services
Avaya Japan Ltd.
Tokyo
10.2010 - 01.2015
- Brand-new position for Avaya Japan
- Reported to Director, Strategic Services based in Tokyo
- Highly contributed to localized and launched “Global Managed Private Cloud Contact Center Solution” offer to Japan market successfully
- Highly contributed to localized and launched new Support program offer to Japan market successfully
- Listened ideas, demands and requirements from clients broadly to polished up these offers as part of research and modeling processes
- Won multiple deals. Finally, I contributed total $ 3.8 million at contract value
- Mentored as a Senior CSM for Client Service Managers to bring them up tp the next level
Senior Client Service Manager
Avaya Japan Ltd.
Tokyo
02.2005 - 09.2010
- Brand-new position for Avaya Japan
- Reported to Director, Global Support Service based in Tokyo
- Led inter-department collaboration to capture the symptom accurately and identify the root cause
- Collaborated 8 to 10 professionals globally on daily basis to meet customer’s demands and high expectations because of mission critical
- Owned for all critical issues and became point of contact for internal/external as a representative of support service organization
- Once issue resolved, create the formal incident report with the root cause, resolution and preventative action, and held face-to-face meeting and got agreement for support ticket closure from the account
- Proactive engagement that distributed E-newsletters to prevent the same issue occur at others
- Contributed to solved average 100+ outstanding support tickets per year
Design and Implementation Manager
BT Japan / AT&T Japan
Tokyo
01.1998 - 12.2004
- Brand-new position was offered by my one of previous customer
- Led inter-department collaboration to successfully completed deploying brand-new global IP Infrastructure across six locations in Japan within very tight schedule
- Collaborated 6 to 8 domain experts across the globe for successful implementations and met schedules
- Managed all vendors (more than 10) and continuously evaluated their quality against cost
- Adopted and applied BICSI standardization methodology for any implementation at our locations to improved maintainability and quality
- Contributed to realized 20% lower cost after adopted and applied standardization
Sales Representative
Hugo Boss KK.
Tokyo
02.1997 - 01.1998
Engineer, Field Engineering and ITMC
International Telecom Japan
Tokyo
04.1991 - 01.1997
Skills
Enterprise SaaS and subscriptions
undefinedTimeline
Director, Customer Success
MuleSoft Japan/Salesforce Japan
03.2022 - Current
Manager, Customer Success
Cybereason Japan Corp.
07.2021 - 02.2022
Regional Director, Customer Success and GD
Afiniti Japan Ltd.
12.2019 - 06.2021
Principal Customer Success Manager
SAS Institute Japan Ltd.
12.2018 - 12.2019
Senior Project Manager, Global Deployment
Afiniti Japan Ltd.
03.2018 - 12.2018
Senior Customer Success Manager
Genesys Japan Co. Ltd.
02.2015 - 02.2018
Business Development Manager, Strategic Services
Avaya Japan Ltd.
10.2010 - 01.2015
Senior Client Service Manager
Avaya Japan Ltd.
02.2005 - 09.2010
Design and Implementation Manager
BT Japan / AT&T Japan
01.1998 - 12.2004
Sales Representative
Hugo Boss KK.
02.1997 - 01.1998
Engineer, Field Engineering and ITMC
International Telecom Japan
04.1991 - 01.1997
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