Implementation Team Lead, APAC カスタマーサクセスエンジニア

Keeper is hiring a driven Implementation Team Lead (カスタマーサクセスエンジニア) to join our B2B APAC support team. Candidates must be able to work from our Tokyo, Japan office for eligibility.Keeper's cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest growing cybersecurity companies and gain valuable skills while providing the most seamless onboarding experience for our customers.About KeeperKeeper Security APAC 株式会社 ("Keeper") is transforming cybersecurity for people and organizations globally. Keeper's intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.About The RoleAs an Implementation Team Lead (カスタマーサクセスエンジニア) at Keeper Security, your role will be to oversee and grow our APAC implementation team. This role is pivotal in ensuring the successful onboarding, deployment, and adoption of Keeper solutions by our customers across Japan and the broader APAC region.The Team Lead will balance hands-on implementation responsibilities with team leadership, coaching, and process improvement. This role requires excellent technical expertise, strong communication skills in Japanese and English, and proven ability to lead and inspire a high-performing team.ResponsibilitiesOversee the delivery of Keeper's software for all clients including initial deployments of new customers and expansion deployments of existing customers. This includes mastery level understanding of our complex line of technical SaaS productsTailor our solutions to meet the specific needs and objectives of each client, ensuring a personalized and effective experienceOffer continuous technical support to clients, adeptly troubleshooting issues and efficiently resolving any concerns as they arise. Furthermore, proactively recognize and rectify project-related risks and issues, promptly escalating them to development only when requiredMaintain accurate records of client configurations, customizations, and communication to ensure a comprehensive understanding of each implementationGather feedback from clients and collaborate with the product development team to improve the functionality and usability of our solutionsEffectively oversee multiple implementation projects concurrently, ensuring their timely delivery within predefined scope. Maintain consistent and transparent communication of project status and progress to internal stakeholders and clients, promptly addressing any arising issues or concernsCommunicate in Japanese and English, both verbally and in writingAct as a subject matter expert on all Keeper products, staying knowledgeable and informed of changes, updates, and new productsLead, mentor, and develop a team of Implementation Specialists, ensuring they deliver exceptional customer experiencesServe as the primary escalation point for complex implementations and client issuesProvide coaching, training, and performance feedback to drive individual and team successCollaborate with the Director of Implementation to define goals, KPIs, and growth strategies for the APAC teamEstablish and refine implementation processes, playbooks, and documentation to drive consistency and efficiencyRequirements5+ years of progressive experience in SaaS implementation or technical consulting, with at least 2 years in a team lead or supervisory roleExperience in SaaS deployment with security software experience preferredSystems engineering experience preferredMust be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skillsExperience with Identity and Access Management (IAM), Privileged Access Management (PAM), and integration with Identity Providers (IdPs) such as Okta, Azure AD, or similar platformsExperience with Google docs and MS-office toolsExperience in SaaS deployment with security software experience preferredProficiency in leading external client engagementsExcellent communication and interpersonal skills, with the ability to effectively manage client relationshipsStrong analytical and problem-solving skillsAbility to work independently and as part of a team, across global regions and time zonesBachelor's degree in computer science, information technology, or a related field (or equivalent practical experience)PreferredPMP Certification and/or other Certifications related to SaaS or cloud technologies are a plusIT experienceVersed in PythonKeeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.