Customer Success Manager

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.

Linking millions of assured data points, Janes data model creates a framework of interconnected open-source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.

Job purpose

The Customer Success Manager will ensure that our Janes customers maximise the value of our content and data by providing training, understanding their workflows, and addressing their needs. They will also drive engagement through user community initiatives, collaborate with other teams to identify new opportunities, and support product development and marketing efforts to enhance customer experience.

How you will contribute at Janes

• You will be responsible for training the end user community on the content and data from Janes they have available
• You will develop and maintaining an engaged user community by understanding workflows and requirements, handling requests, comments or concerns
• You will work with the Sales team to identify and seek to capture any new business opportunities
• You will undertake end user community surveys and socialise feedback within Janes, following up on actions where required to ensue training meets and enhances their expectations of Janes
• You will support the testing of new products and development of existing products
• Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
• You will work with Marketing to develop user promotions and support client engagement initiatives

Requirements

• Considerable experience in a data service provider and/or within the Aerospace Defence and military sectors.
• Proven track record in an independent working environment
• Excellent communication and presentation skills both virtually and in person
• Proven administrative skills including working remotely and coordination with multiple teams for problem solving
• Former military experience would be an advantage but isn't essential
• IT experience/competency working with online toolsets.
• Fluent in both Japanese and English