Senior Manager, Customer Experience & Solutions

About the role

Figma is on a mission to enhance its enterprise operations in Japan and is looking for a dynamic leader to oversee the complete technical and value lifecycle for its customers. This role encompasses the management of Solutions Consulting, Onboarding, Enablement, and Technical Account Management, ensuring that clients achieve success from the initial sales phase through to long-term product adoption.

Key facts

What you'll do

• Develop and lead a high-performing team that spans Solutions Consulting, Onboarding, Enablement, and Technical Account Management, fostering a culture of excellence and collaboration.
• Partner closely with the Sales leadership in Japan to ensure that technical value propositions align with revenue objectives and overall deal strategies.
• Oversee the entire customer journey, crafting frameworks that facilitate value realization and encourage product adoption among users.
• Establish and define key metrics for customer success, which include account health initiatives and engagement strategies for executive stakeholders.
• Serve as an executive sponsor for significant strategic accounts, maintaining relationships with C-suite and VP-level stakeholders to drive engagement and satisfaction.
• Advocate for the specific needs of the Japanese market within global Product, Engineering, and Go-To-Market (GTM) teams, ensuring that local insights inform broader strategies.
• Track and analyze key performance indicators (KPIs) to assess team performance, implementing process enhancements as necessary to optimize efficiency and effectiveness.
• Lead initiatives to gather customer feedback and insights, using this information to drive product improvements and enhance the overall customer experience.
• Collaborate with cross-functional teams to develop and execute training programs that empower customers and enhance their understanding of Figma's offerings.
• Create and maintain operational playbooks that standardize processes across the Solutions Consulting and Technical Account Management teams.
• Drive a culture of continuous improvement by encouraging team members to innovate and share best practices.

Requirements

• A minimum of 10 years of experience in customer-facing technical sales roles within the Software as a Service (SaaS) sector.
• At least 6 years of experience in leadership roles managing Solutions Consulting or Sales Engineering teams.
• Proven track record of successfully scaling teams, which includes hiring talent and developing operational playbooks.
• Demonstrated experience collaborating with regional Sales leadership to formulate Go-To-Market strategies based on data-driven insights.
• Proficiency in both Japanese and English at a business level, enabling effective communication with diverse stakeholders.
• Strong analytical skills to interpret data and make informed decisions that enhance customer success and team performance.

Nice to have

• Experience in managing other managers, demonstrating leadership capabilities at multiple levels.
• A background in establishing and leading post-sales functions, ensuring seamless transitions from sales to customer success.
• Familiarity with the MEDDICC sales qualification framework, which can enhance the effectiveness of sales strategies.
• Previous experience with Figma, design tools, or software development, providing valuable context for customer interactions.
• Knowledge of customer success best practices and methodologies that drive user engagement and satisfaction.

Skills & tools

• Leadership in SaaS sales
• Solutions consulting expertise
• Customer onboarding and enablement strategies
• Technical account management proficiency
• Development and execution of Go-To-Market strategies
• Familiarity with the MEDDICC sales qualification framework (preferred)

Practical notes

Figma expects candidates to keep their cameras on during video interviews to foster a more engaging interaction. New hires are required to participate in in-person onboarding sessions to integrate them into the company culture effectively. The organization is committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process and during employment; requests for accommodations can be directed to accommodations-ext@figma.com. All personal data submitted in applications will be handled in accordance with the Figma Candidate Privacy Notice, ensuring confidentiality and compliance with privacy regulations.

About the company

Figma is a collaborative design platform used by teams to create, prototype, and ship products. Founded by Dylan Field and Evan Wallace in 2012, Figma pioneered browser-based design tools. Adobe attempted to acquire Figma for $20 billion in 2022 but the deal was terminated in December 2023 due to regulatory concerns.