Customer Success

This Customer Success role supports the adoption and ongoing use of a cashless payment service for medical institutions. The service enables patients to complete reception, payment, and medicine collection using a smartphone when visiting a clinic.

The main responsibilities include onboarding customers after a sales order and developing processes that help them begin using the service. The role monitors customer conditions using quantitative and qualitative data, conducts regular meetings and visits, identifies customer issues, and drives solutions. It also proposes new features that could address further customer needs and supports their use. Additional work includes considering initiatives to increase service utilization and proposing product improvements to the internal product organization.

Required qualifications are experience in customer success for an IT product and experience handling customer interactions, including inbound and outbound communications. Preferred experience includes building customer success structures, improving operations, and planning and executing customer success strategies. Experience in adjacent areas such as sales, marketing, or alliances is also welcomed, as is an interest in healthcare and health technology.

The role involves forming hypotheses based on quantitative and qualitative evidence while staying close to users, comparing multiple options to identify suitable problem-solving methods, and treating gaps as opportunities for improvement. The position is part of the Medical Experience business. MICIN states that its online medical consultation and online medication guidance services have been introduced to more than 14,000 medical institutions and pharmacies, and that the cashless payment service for in-person clinic visits was released in 2022.

The position is a full-time regular employee role based at 4F, KDX Nishi-Shimbashi Building, 3-3-1 Nishi-Shimbashi, Minato-ku, Tokyo 105-0003. Remote work is available, with at least two office days per week; office attendance may also be required when physical work, customer interaction, or face-to-face communication is necessary or considered effective. Depending on grade and role, the applicable work arrangement may be flextime with an 11:00–16:00 core time, discretionary work with 11:00–16:00 as recommended hours, or a management-supervisor arrangement.

The stated annual salary range is JPY 5,000,000 to 8,000,000, with the final amount determined based on preference, experience, and company regulations. Salary may be reviewed semiannually based on performance. Commuting expenses are reimbursed based on a reasonable route, and payment is made on the 25th of the following month. Benefits include complete social insurance and membership in the Kanto IT Software Health Insurance Society. Holidays include a two-day weekend, national holidays, paid leave, summer leave, birthday leave, and year-end and New Year holidays. Indoor smoking is prohibited. The selection process generally consists of document screening, first interview, second interview, and final interview. The scope of duties may change to other duties designated by the company.