In this role, you will be tasked with providing hands－on implementation and deployment services to our customers. We are looking for an experienced, enthusiastic and hands－on leader who can rapidly learn our IDaaS platform, our technology and the value proposition that we bring to customers of all sizes. You will lead multiple concurrent customer engagements with the number one goal to ensure long－term customer success. Additionally, you will collaborate with the Customer Success team in order to assure a smooth transition post－deployment to the support/maintenance phase. Finally, you will also be responsible for the continuous improvement of delivery processes and methods. This role will report to the Professional services APAC leader.
Job Duties and Responsibilities:
Work hands－on with our customers, primarily in a post－sales role, to provide innovative consulting and deployment services.
Perform hands－on design, configuration, and troubleshooting of the IDaaS platform.
Perform technical advisory services to our partners and customers to optimise their configuration, design and development of the our IDaaS platform.
Gather, analyze, and document post－sales requirements.
Communicate to customers and partners aspects of both the IDaaS service and deployment at the technical and/or functional level appropriate for the situation.
Be proactive in providing outstanding design and deployment services resulting in outstanding customer satisfaction.
Provide high－quality service and leadership to align with customer goals and requests.
Mentor and train customers on the identity platform and service.
Act as a liaison between Customers and Product Management to drive product development.
Lead interaction and collaboration with other teams such as Engineering and Support as needed to address escalated issues.
Interact with all levels of management and roles within the customer organization
Collaborate with the sales team on existing customers up－sell and cross－sell opportunities.
Shape and Influence our growth and scalability, by designing new offerings, and finding new ways to deliver amazing customer satisfaction
Manage multiple concurrent deployment projects
May provide mentoring, guidance, and expertise to less experienced team members or sharing knowledge amongst team members
Contribute to and use knowledge repository of deployment best practices and other customer ideas which can continually
Enhance our identity platform and repeatability of service delivery.
【必須（MUST）】Language fluency in both English and Japanese
Ability to work independently and collaboratively supporting the development of client deliverables.
Exhibits confidence and extensive knowledge of emerging industry practices when solving business problems.
Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets.
Communicates with internal and external customers and all levels of management.
Effectively communicate technical information to non－technical audiences.
Facilitates the building of a great team culture
Continually seeks opportunities to increase customer satisfaction and deepen client relationships
【歓迎（WANT）】Knowledge of cloud architecture as well as on－premise IT landscape.
Knowledge of enterprise web technologies, security, on－premise and cloud platforms
Knowledge in customer experience from a technology perspective includes integration and data flows that enable an optimal customer experience when interacting with a business.
Knowledge and experience in Identity and Access Management （IAM） and Security space preferred.
8＋ years of application programming experience is strongly preferred.
Development background with OAuth, OpenID Connect
API experience, Webhooks, performance tuning
Application architecture experience
Experience designing and implementing solutions to support mission－critical and business programs.
Experience with technologies and protocols to support identity federation and robust access control models （e.g., SAML 2.0, XACML, WS－Federation, WS－Trust, OAuth, OpenID）.
2＋ years of SaaS deployment experience is preferred.
Exposure to these languages a bonus
Any server－side language like Java, C＃, Python
Multi－tasking ability is a must.
Excellent communication skills, including issue tracking, triaging and crisis management.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information and Developing Standards.
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