Liferay is a recognized global lead of portal and digital transformation software. We have been consistently ranked as a market leader in Gartner’s Magic Quadrant for Horizontal Portals, and in Gartner’s inaugural Magic Quadrant for Digital Experience Platforms. We are experiencing rapid growth in the Asia Pacific and we are looking for individuals with a zest for leading technologies, and helping customers to huge success.

Job Description:
1. Customer Support Operational Management
a. Lead day to day support operations to ensure that Japanese customers are receiving responsive and quality support from Liferay
b. Manage major or critical issues with different support teams to deliver solution
c. Gameplan and Execute the Global Support goals for each year
2. Support Engineer Management
a. Career planning of support staff
b. Train each support engineer by growing current and future leaders
3. Efficiency and Customer Feedback Management
a. Report GM of support customer health, KPI, and renewal rates
b. Monitor past due
c. Collaborate with Support operations to advocate for product improvement and support policy
4. Building Positive Work Culture
a. Build a team that reflects Liferay’s values of support excellence, personal growth, and teamwork
b. Inspire employees to work harder and find impact
5. Global Collaboration
a. Provide monthly updates on Japan Support status to global RSM team
b. Attend annual regional retreat and global summit
c. Communicate needs and risks to APAC RSM that you cannot address yourself

Qualifications & Experience Needed:
1. At least 3 years experience of leading a technical customer support team for an enterprise level software
2. Experience in customer support for Japanese customers
3. Business level English speaking and writing
4. Business level Japanese speaking and writing

Liferay is the provider of leading enterprise open source portal and collaboration software products. With offices in North and South America, Europe, Asia, and Australia, Liferay offers professional services, technical support, custom development and professional training for many Fortune 500 companies worldwide. Liferay also believes in making a bigger impact in the world through business and we dedicate part of our time and profits toward non-profit organizations and social initiatives. Salary is competitive while offering a competitive benefits package.

To apply: Tony.Lim@Liferay.com