Customer Support Manager

As a Customer Support (CS) at Rhombus, you will be responsible for providing support to our clients in the defense industry, specifically in Tokyo, Japan. Your role will involve answering client questions, coordinating and conducting training sessions, and interfacing with our US-based team on a daily basis. Fluency in both Japanese and English is required for this position. You will also be expected to travel internationally approximately 5-10 percent of the time. Overall, as a member of our Customer Support team, you will play a crucial role in representing Rhombus and ensuring customer success by addressing their intelligence questions and providing valuable solutions.

- Communicate effectively and proactively with customers. - Translate customer requests from Japanese to English, and our responses from English to Japanese. - Provide monthly status reports and clearly communicate program successes and issues. - Represent our program and the client in interactions with stakeholders. - Anticipate stakeholder needs, remove obstacles, and accelerate the path to customer success. - Track and address risks before they become issues. - Solve delivery challenges and address resource contention. - Conduct briefings and demos.

- Strong track record of driving tangible business value and outcomes for customers - Proven expertise and experience in technology - Fluent in Japanese and English, with native proficiency in Japanese and close to native proficiency in English - Ability to effectively communicate and proactively engage with customers - Translation skills from Japanese to English and vice versa - Ability to provide monthly status reports and communicate program successes and issues - Comfortable representing the program and the client in interactions with stakeholders - Anticipate stakeholder needs and remove obstacles to accelerate customer success - Ability to address risks before they become issues and solve delivery challenges - Background in data and analytics is a plus - Willingness to travel internationally approximately 5-10% of the time

- Full medical, dental, vision coverage for employee and dependents - 401k matching program - PTO and Holidays - Bonus and other incentive programs - Access to mental health program - Access to Flexible Spending Accounts for Health Care, Dependent and Commuter