Shiko Hyodo

kawehi0424@gmail.com
B815,1-3-11 Hanakoganei-minami-cho Kodaira-shi, Tokyo 187-0003
080-1061-4351

Career Summary
Bilingual and multinational cross-culture experience, have lived and worked in Japan and Australia. 15+ years
experiences in hospitality, and customer consultant/support, with a proven ability to develop strong customer
relationships and retain customers for long-term. Always demonstrated “Customer-Centric” support approach,
which leads to high customer satisfaction and loyalty. 5 years experiences of team management, a trusted leader
who lead the team success to earn high credit from customer/coworkers and drive members to grow. A fast learner
and have an excellent flexibility to handle the various situations.

Job Experience
May 2018 to present
Yext Japan KK, Tokyo
The leading Digital Knowledge Management (DKM) platform to give companies control over their brand
experiences across the digital universe of maps, apps, search engines, voice assistants, and other intelligent
services that drive consumer discovery, decision, and action. Japan has started its operation in 2018.
Client Success Manager in Revenue Department, Tokyo
Responsibility: Prove the sustainable value of company for clients to feel confident
products, which will lead to continuous retention and growth of the products.
Role:
• Have the in-depth knowledge of the clients
• Become the effective expertise of the products
• Integrate with other departments to become extensive domain expertise

Achievement:
 Handled 34 accounts at the moment only by myself (as I am the only CSM in Japan) , having
responsibility of 250M of renewal. At the end of the Q2 I am certain of renewing about120M ACV out
of those.
 Received 10 more than 7 NPS score out of 15
 As 2018 was the first year of operation for Yext, I didn’t have the renewal, so instead, I did the
Implementation Manager role together with CSM role for more than 20 clients.
 Created the original schedule Gantt chart for the implementation.
 I have managed the in-person weekly meeting with most of the clients and built the strong relationship
with them.
 One of the main role of CSM to promote the retention is to show clients how and what they achieved out
of the products. I have created the customized business review report for each client using all the
Analytics data from our platform.
 Also translated the resource from US into Japanese version, and not only translating, transformed to the
documents which can be used for Japanese clients.
 Established the new Japan original CSM operation rhythm.
 For 2019, received 4.7% up of compensation for the last year’s contribution.

May 2013 to April 2018

Elsevier Japan KK, Tokyo
A global information analytics company that helps institutions and professionals advance healthcare and improve
quality of patient outcome
Customer Consultant Manager in Sales Solutions Department, Tokyo, 6 direct reports
Role and Responsibility: ensure value and use of solutions/products and for renewal revenue growth, maximizing
customer retention (number of customers) and understanding of needs
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Achievement:
 Handled more than 1200accounts, number of registered users is about 60,000.
 Received monthly average of 260 incoming calls, and 3500 e-mails (handled by team), visited monthly
average of 30 customers for training.
 In accordance with customers' IT literacy and needs, changed a team missions from "passive support only
for answering" to "active support for making proposals".
 Established a "follow-up cycle for newly introduced customers" - conducted follow-up calls at the first
month, three months, six months after introduction, checked the usage status, held on-site briefing
sessions and meetings.
 Started a "substitution service of operation" for the customers who found difficulty to operate the product
by own, and as a result, it reduced the time to start the service, and improved the customer satisfaction
towards support.
 With the "follow-up cycle" and "substitution service ", customers who succeeded in starting utilization in
the contract year increased by 30% in the following year, and succeeded in switching from competitor by
changing a sales strategy to focusing support. (Within the same year's new sales, 20 % were switching
from competitors.)
 Achieved customer retention ratio of 95% by promoting usage of products. Systematically monitored and
analyzed usage to detect cancelation risk account and developed counter-actions (making follow-up calls
about 50 a month, and conducted the onsite trainings or meetings).
 Planned and created tools to encourage educational use according to customer needs, and achieved an
increased educational use of 120% compared to the previous year.
 Conducted self-funded seminar (10 times a year at key cities in Japan) influencing more than 500
customers per year to advocate the value and effective usage of the product.
 Introduced an online briefing session with "WebEX" to take care more customers with 3 visiting
members, which decreased the number of visits up to 60% compared with the previous year (February
2016 v February 2017)
 Introduced "remote support" system to shorten an operation related call time, reduced call time by 1/3
 Selected as the Best Customer Support award in 2015 (Japan)
 Received the high customer satisfaction rate (> 80%) 3 years in a row (2015/2016/2017)
 Lead product enhancement project with Product Development team and Marketing team by providing
customer requirements to improve product value
 Attended Manager Foundation Program organized by DDI.

July 2008 to May 2013

Done Science Co. Ltd
The Marketing solution and sales promotion company
Marketing Manager in Marketing Department (February 2012 to May 2013), Tokyo. 5 direct reports
Role and Responsibility: Develop marketing promotions and proposed new ideas of in-store promotions and tools
analyzing sales trend and seasonal events.
 Executed more than 30 marketing promotions, analyzing the market, trend, and consumer mind using the
data such as SCI personal data, census, or general research data online.
 Organized a new product launch of a major brand in nation-wide based on the market research
 Collected the necessary data and implement the research for client to develop the new products.
Administration Staff in Administrative Department (July 2008-January 2012), Tokyo
Role and Responsibility: Procurement function to develop sales collaterals by 3 rd party
 Controlled and managed the process and the schedule to create the new promotion tools
 Managed material shipping schedule nation wide
 Personal assistance for 5 board members

February 2006 – June 2008

Meiji Dairies Co. Ltd.
Manufacturing and distributing the dairy products, the confectionary, and OTC.
System Administrator in Information and Technology Department, Tokyo (temporary staff)
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Roles and Responsibility: VBA programing to support ordering system and customer support. General
administration.

September 1999 – April 2002

AboveNet Japan Co.Ltd
IP network operators, data center business, consulting, construction and operation system.
Public Relation in Sales and Marketing Department, Tokyo
Roles and Responsibility: Hired as an open staff when the company started the office in Japan (Opened in Jun
2000).
 Acted as a public relation, arranged the media interview and press release to increase the company/brand
awareness. Achieved many media coverage including key media, e.g. Nikkei Newspaper, Yoyokeizai.,
Internet Watch/Ascii.jp
 Posted editorial advertisement on the magazine and internet site.
 Organized the publicity tour to Data Center in US
 Developed company brochure collaborated with HQ in San Jose

August 1997 – August 1999

Mercedes-Benz Japan Co.Ltd
Import, sales and service of motor vehicles and related products in Japan
Customer Support in CRM Department, Tokyo (Temporary staff)
Hired as a starter of call center and built a model to handling customers.
 Supported to develop call manual and staffing planning
 Handled inquiries and complaints from customers over the telephone.

January 1997 – July 1997

Park Hyatt Tokyo
World-wide international hotel headquartered in US.
Room service staff in Food & Beverage Department, Tokyo
 Took order through telephone and informed to the kitchen.
 Management of Food/Beveridge inventory

October 1994 – December 1996

Hyatt Regency Perth
World-wide international hotel headquartered in US.
Front Office Receptionist in Front Office Department, Perth Australia
 Guests check-in /check-out, arranged the rooms for tour guests, etc.
 Translator for Japanese guests

Education
Dec 1993: Graduated St.Mary’s Anglican Girls School
Jan 1994 – Dec: 1994 University of Western Australia (Withdrawn Dec in 1994)
Qualification
1993 Driver’s license
1993 IELTS overall band 7.5
1994 The Cambridge Certificate (Certificate of Advanced in English)
2006 Basic System Administrator
2014 Psychological Counselor Level2
Skills
Microsoft Office (Excel/Word/PowerPoint/Outlook)
Adobe Photoshop and Illustrator