Service Experience Analyst

Location: Remote within Japan; listed locations include Tokyo, Aichi, Kanagawa, and Fukuoka.

Company

hirify.global provides an autonomous knowledge platform that unifies enterprise data, knowledge, and business context across on-premises, cloud, and hybrid environments.

What you will do

• Manage customer relationships and drive product utilization, satisfaction, retention, and operational excellence.
• Support customer onboarding and identify training needs to improve adoption of hirify.global products and services.
• Monitor customer health, identify early dissatisfaction and churn indicators, and contribute to mitigation plans.
• Collaborate with account teams, technical experts, customers, and partners to improve service outcomes.
• Identify growth opportunities and maximize customer lifetime value.

Requirements

• At least 2 years of experience in a customer-focused technical environment and technical capacity.
• Experience delivering or supporting solutions or services for complex enterprises.
• Ability to collaborate across functions, prioritize effectively, and work in a dynamic environment.
• Process-driven problem-solving mindset with strong organizational and interpersonal skills.
• Ability to lead complex internal and external virtual teams.
• Native Japanese or JLPT N1–N2 proficiency required for communication with Japanese clients.

Nice to have

• Exposure to cloud solutions.
• Experience with operational excellence frameworks such as ITIL or ITSM.

Culture & Benefits

• People-first and inclusive culture.
• Flexible work model supporting autonomy over when and how work is performed.
• Focus on employee well-being and professional sustainability.