Job Description, Responsibilities & Requirements
About the Position
Premium Solutions Manager – Japan
Japan
Customer Support
Hybrid
Get to know us
Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 business users at 300,000 companies worldwide, our data room platform powers hundreds of billion-dollar M&A deals every day for the world’s top investment banks, advisory firms, and corporate dealmakers.
The Role
We’re looking for a Premium Solutions Manager to join our remote team in Japan and become the go-to operational partner for investment banking associates, analysts, and deal teams executing high-stakes M&A transactions. Working hand-in-hand with our Key Accounts sales team in Japan, you’ll ensure every advisory and investment banking client experiences flawless execution – from onboarding through deal close.
This role is for someone tech-savvy and sharp under pressure: capable of untangling complex issues quickly, communicating solutions with absolute clarity, and building instant credibility with some of the world’s most demanding business professionals.
This is a unique opportunity to build a track record at the center of the world’s most important M&A deals, inside a multinational, fast-evolving SaaS company.
Responsibilities
- Enable strategic and premium clients to execute their projects successfully through high-touch operational execution, product guidance, and workflow coordination
- Build trusted operational relationships primarily with the deal execution team, while maintaining credibility with other stakeholders when required
- Guide clients during onboarding, project launch, migrations, and other critical project phases
- Run regular check-ins with the client team and internal sales account owner to surface early warning signs early, before they escalate
- Use AI-assisted and conventional tools to proactively identify risks, errors, or friction points before they surface as client-reported issues
- Advise clients on best-practice setup, permissions, workflows, governance structures, Q&A processes, reporting, and user management
- Investigate the client’s issues, identify root causes rather than symptoms, and resolve hands-on or propose practical workarounds
- Perform operations within the data room: user invitations, permissions setup, redaction, translation, migrations, exports, Q&A configuration, and so on directly or by coordinating the Professional Services team
- Coordinate with Sales, Product, Customer Support, Legal, Security, Professional Services, and Operational teams to resolve client-critical matters efficiently
- Ensure accurate documentation of client requests, actions, decisions, escalations, and follow-up items
- Share recurring issue patterns, workarounds, and best practices with customer support, sales, and product teams
- Contribute to retention and expansion outcomes indirectly by improving client experience, product adoption, operational confidence, and trust in Ideals
Requirements
- 2+ years of experience in a Solutions Manager, Account Manager, Technical Account Manager, Sales Engineer, or Customer Support/Success role – ideally supporting high-stakes or deadline-driven B2B clients
- Comfortable operating in fast-paced, high-pressure environments where deadlines are measured in hours, not weeks
- Clear, confident communicator – able to explain complex technical issues simply, in writing and in live conversation
- Naturally client-driven, with strong emotional intelligence and the judgment to know when to guide, when to execute, and when to escalate
- Sharp analytical and problem-solving skills, with a knack for finding root causes and real solutions, not just high-level advice
- Highly organized and proactive self-starter, comfortable managing multiple concurrent priorities without close supervision
- Native-level proficiency in Japanese and ideally, business-level proficiency in English
Nice to Have
- SaaS, financial, fintech, or information security industry background
- Genuine interest in financial markets, M&A, or the investment banking world
- Skilled in applying AI tools to surface risks, accelerate case investigation and documentation, and sharpen high-stakes client communication
We Offer
- Remote-first flexibility to shape your ideal workday
- Home workplace budget
- Co-working expense coverage
- Individual IT budget for extra equipment
- Top-tier tech and AI-powered tools
- Access to Ideals Academy with numerous courses
- Investment in external learning and development activities
- Guidance in Personal Development Plan creation
- Professional literature and subscriptions coverage
- Support of your passion as a speaker or writer
- Internal talent mobility opportunities
- Tailored Wellness Package to support your physical and mental health
- Funding for sports competitions
- Paid health-related time-off
- Team gatherings in global locations
- Generous internal referral program
About the Company
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Meet the hiring team
Yu Miyazaki
Talent Acquisition Specialist
Kateryna Solovei
Lead, Customer Support