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Customer Training Specialist | Japanese-speaking

DeepL

DeepL

Customer Service
Tokyo, Japan
Posted on Monday, July 1, 2024

Meet DeepL

Our goal is to overcome language barriers and bring cultures closer together. In order to achieve that goal, we are using our expertise in artificial intelligence and neural networks to create technologies that make communication faster, better, and easier.

DeepL was founded in 2009 in Cologne under the name Linguee and introduced the first online search engine for translations. Since its inception, Linguee has responded to over 10 billion requests from more than 1 billion users. Summer 2017 saw the launch of DeepL Translator, a free-to-use machine translation system, which, due to its revolutionary neural architecture, provides translations of unprecedented quality. DeepL Translator has already been used by over 100 million people. In addition to machine translation, we are also working on other AI technologies that we will be releasing in the coming months and years.

Allow us to introduce ourselves...

We are a highly efficient and dedicated team of researchers, developers and language experts who understand the importance of communication in a multilingual world and the complexity of automated translation. Collectively, we are fully committed to making DeepL the leading AI language technology company. Our working environment is characterised by a high level of trust and very short decision-making processes. At DeepL, developers themselves are among some of our key decision-makers. While working with us, you will discover huge development potential in some of the most promising and future-oriented fields: Neural Networks, Big Data, Natural Language Processing, Machine Learning, and more. If you have a keen interest for new things such as programming languages, APIs or new technologies, you will also have the chance to put your own ideas into practice.

And that is what motivates us every day: Meaningful work that helps bring people together, combined with an exciting working environment which also offers room for personal development. We value each other highly and are always looking forward to welcoming new colleagues!


What will you be doing at DeepL?

The Customer Training Specialist will be responsible for delivering high-quality training sessions to our customers in Japan and global. This role involves conducting webinars and face-to-face sessions to ensure our customers are fully enabled to use our SaaS products effectively. The ideal candidate will have a strong background in training delivery within the SaaS industry and excellent communication skills in both Japanese and English. This position requires close collaboration with Customer Success Managers (CSMs), the Sales team, and other cross-functional teams.

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Your responsibilities

  • Deliver engaging and effective training sessions via webinars and in-person meetings, primarily in Japanese, but also in English for global customers.
  • Assist in the development and improvement of training materials and resources to empower existing customers to get the most value out of each of DeepL’s features and functionalities
  • Understand how customers leverage different translation methods/tools and how our technology works cohesively with their goals
  • Work closely with CSMs, Sales team, and other cross-functional teams to align training content with customer needs and product updates
  • Provide feedback and suggestions for continuous improvement of training programs
  • Track and report on training attendance and customer feedback to measure the effectiveness of training sessions
  • Support customers in their learning journey by addressing questions and providing additional resources during training sessions
  • Stay up-to-date with frequent product updates and proactively acquire the necessary knowledge to effectively train customers.

Desired Skills & Experience

  • 3+ years of relevant customer-facing experience, with at least one year specific to customer trainings in B2B role

  • Self-starter with a creative approach to customer requests and challenges

  • Experience creating and delivering learning programmes that drive product adoption across enterprise and/or corporate customers

  • Excellent oral, written and interpersonal communication skills in Japanese/English; workshop and webinar moderation a plus

  • L&D qualifications a plus, relevant experience in lieu

  • Fluency in Japanese and English required; additional language(s) a plus (German, French, or Korean preferred)

  • Strong organisational skills and attention to detail.

  • Ability to work independently and manage multiple tasks simultaneously.

  • Proficiency in using MS Office suite.

  • Basic IT literacy and familiarity with tools such as Zoom, Confluence, Jira, Hubspot, and Salesforce (SFDC).

  • Technical knowledge of APIs and experience in delivering technical training.

Nice to have:

  • Experience with video editing and content creation tools.

  • Experience with Translation Management Systems (TMS) and localization processes.

  • Understanding of adult learning principles and training methodologies.

What we offer

  • Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.
  • Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy makes us better together.
  • Hybrid work, flexible hours: whether you're near our hub in Tokyo, or prefer the comfort of your own home, you decide where your office is. We offer flexible working hours and trust in your productivity, all in sync with your team's general locations and time zones to foster effective and seamless collaboration. Our aim is to integrate your work with your lifestyle, ensuring a balance that respects both your needs and our operational requirements.
  • Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.
  • Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.
  • Comprehensive health insurance: your health comes first. With our comprehensive insurance, we'll make sure you're covered from head to toe.
  • 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
  • Annual learning budget: because we never stop learning, we’ve set up an annual budget for your professional development—pick a learning path that contributes to your career development and we'll back you up.

We are looking forward to your application!

Hybrid
  • Japan
Customer Team

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