Description
Keeper is hiring a driven Implementation Team Lead (カスタマーサクセスエンジニア) to join our B2B APAC support team. Candidates must be able to work from our Tokyo, Japan office for eligibility.
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 APAC 株式会社 ("Keeper") 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 Implementation Team Lead (カスタマーサクセスエンジニア) at Keeper Security, your role will be to oversee and grow our APAC implementation team. This role is pivotal in ensuring the successful onboarding, deployment, and adoption of Keeper solutions by our customers across Japan and the broader APAC region.
The Team Lead will balance hands-on implementation responsibilities with team leadership, coaching, and process improvement. This role requires excellent technical expertise, strong communication skills in Japanese and English, and proven ability to lead and inspire a high-performing team.
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
- 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 development 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 solutions
- 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
- Lead, mentor, and develop a team of Implementation Specialists, ensuring they deliver exceptional customer experiences
- Serve as the primary escalation point for complex implementations and client issues
- Provide coaching, training, and performance feedback to drive individual and team success
- Collaborate with the Director of Implementation to define goals, KPIs, and growth strategies for the APAC team
- Establish and refine implementation processes, playbooks, and documentation to drive consistency and efficiency
Requirements
- 4+ years of progressive experience in SaaS implementation or technical consulting, with at least 1 year in a team lead or supervisory role
- Experience in SaaS deployment with security software experience preferred
- Systems engineering experience preferred
- Must be bilingual in Japanese with English proficiency for business purposes, with excellent verbal and written communication skills
- Experience with Identity and Access Management (IAM), Privileged Access Management (PAM), and integration with Identity Providers (IdPs) such as Okta, Azure AD, or similar platforms
- Experience with Google docs and MS-office tools
- Experience in SaaS deployment with security software experience preferred
- Proficiency in leading external client engagements
- 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
- Bachelor's degree in computer science, information technology, or a related field (or equivalent practical experience)
Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Keeper Candidate Privacy Notice
This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).
1. Data We Collect
Information You provide:
- Contact details, CV/resume, cover letter
- Employment history, qualifications, work eligibility
- Application responses and uploaded documents
Information We generate:
- Interview notes, assessments, communications
- Scheduling information
Information From Others:
- Recruiter/referral information who submit your profile
- References (with your consent, before final offer)
- Public professional profiles
- Background verification (post offer)
Voluntary Diversity and Equal Opportunity Information
- We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements
2. How We Use Your Data
- Assess your application and suitability
- Manage interviews and recruitment workflow
- Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)
- Comply with employment law obligations
3. Legal Basis
- Legitimate Interests (recruitment management, security and integrity of the hiring process)
- Contracting steps (for progressed candidates)
- Legal and regulatory compliance obligations; explicit consent where required
4. Who We Share Information With
Internal:
- HR, hiring managers, interviewers*, IT support for system administration
*Note - diversity and equal opportunity data is not shared with hiring managers.
Third Parties:
Service providers who assist with:
- Applicant tracking, recruitment systems and assessment providers
- Background verification vendors (post offer)
- Recruitment agencies (where applicable)
- Tools to support communication, collaboration and to securely store your data
Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.
5. International Transfers
Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.
6. Security
We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.
7. Retention
We keep your data for 24 months from your last application activity, then delete or anonymize it.
Exceptions:
- You opt into our talent database for further retention by providing consent (extended retention)
- You're hired (transfers to employee records)
8. Your Rights
You have the following rights and can contact us at the email below to exercise them:
- Access, correct, or delete your data, subject to applicable law and retention requirements
- Object to or restrict processing
- Withdraw consent (where applicable)
- Request data portability
- Lodge a complaint with your data protection authority
If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.
When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.
9. Automated Decisions
Keeper does not make hiring decisions using solely automated processing.
10. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com