Senior Implementation Specialist, APAC (Remote - US, Japan Hours)

About the position Description Keeper is hiring a driven Senior Implementation Specialist, APAC (Remote - US, Japan Hours) to join our B2B support team. This role is based in the United States but operates on Japan Standard Time (JST) to support our customers and internal teams located in Japan and the broader APAC region . This is a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area. 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 Keeper Keeper Security 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 Role

As a Senior Implementation Specialist at Keeper Security, your role will be pivotal in guaranteeing the successful onboarding and adoption of our products by our customers. You will engage in close collaboration with our customers and work closely with our Director of Implementation to comprehend their unique requirements, subsequently configuring our solutions to precisely align with their needs. Your expertise and meticulous attention to detail will serve as the cornerstone for providing our customers with a seamless and exceptional experience. Hours: To operate 8:30am - 5:00pm on Japan Standard Time (JST), for example 6:30pm - 3:00am CST

Responsibilities

• Oversee 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 products
• Tailor our solutions to meet the specific needs and objectives of each client, ensuring a personalized and effective experience
• Work from the United States while maintaining active working hours aligned with Japan Standard Time (JST) to effectively collaborate with regional clients and internal team members
• Offer 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 engineering only when required
• Maintain accurate records of client configurations, customizations, and communication to ensure a comprehensive understanding of each implementation
• Gather feedback from clients and collaborate with the product development team to improve the functionality and usability of our solution
• Effectively 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 concerns
• Communicate in Japanese and English, both verbally and in writing
• Act as a subject matter expert on all Keeper products, staying knowledgeable and informed of changes, updates, and new products
• Train and mentor other members of the implementation team

Requirements

• 4+ years progressive experience in SaaS support and/or implementation
• Strong working knowledge of Salesforce
• Must be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skills
• Experience with Google docs and MS-office tools
• Experience in SaaS deployment with security software experience preferred
• Proficiency in leading external client engagements
• Ability and willingness to consistently maintain Japan Standard Time (JST) working hours
• Excellent communication and interpersonal skills, with the ability to effectively manage client relationships
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team, across global regions and time zones
• Experience with project management tools such as Monday.com
• Bachelor’s degree in finance, business administration or a related field to project management or equivalent work experience

Benefits

• Medical, Dental & Vision (Inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401k (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

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