Job Description

For 30 years, EIRE Systems has delivered professional IT services to multinational corporations and Japanese firms expanding abroad. Our business continues to evolve and we're now seeking to hire a Technical Account Manager to focus on customer success—building strong, high-trust relationships with our Small-to-Medium Enterprise (SME) clients and drive account growth.

You’ll be their go-to partner—making sure they get real value from our IT services, resolving issues before they escalate, and uncovering opportunities to expand our solutions. Working closely with delivery and sales, you’ll combine client advocacy with commercial accountability to boost satisfaction, retention, and recurring revenue.

Location: Tokyo HQ Department: Sales & Operations Reports To: General Manager

Role Purpose

The Technical Account Manager is responsible for driving up satisfaction, retention, and expanding our engagements with assigned SME accounts. Acting as a key client advocate, you’ll partner with delivery and sales teams to ensure high-quality service, resolve issues proactively, and identifying opportunities to expand the company’s service engagement. You’ll take a leading role in coordinating IT projects with key customers, ensuring smooth delivery and successful outcomes. The role combines relationship management with commercial accountability, ensuring clients gain measurable value from our services while EIRE achieves recurring revenue growth.

Key Responsibilities:

· Customer Success & Retention

• Build and maintain trust-based relationships with key client stakeholders.
• Ensure service quality, resolve escalations, and coordinate with delivery teams.
• Coordinate multiple projects of varying complexity, ensuring plans are communicated and adhered to.
• Lead regular performance reviews to track satisfaction and renewals.
• Monitor client sentiment and share actionable feedback internally.

· Account Growth

• Identify and pursue up-sell/cross-sell opportunities (IT support, cybersecurity, projects).
• Collaborate with technical and sales teams to scope and propose solutions.
• Manage pricing discussions, contract renewals, and commercial negotiations.
• Achieve account growth and retention targets.

· Collaboration, Delivery Alignment & Improvement

• Partner with engineers, project managers, and service delivery managers for consistent client experience.
• Provide client feedback to inform service enhancements.
• Support on-boarding and transitions for new or expanded services.

Success Metrics:

• Client satisfaction – Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS)
• Revenue growth within assigned accounts (expansion/CAGR)
• Cross-sell / up-sell conversion rate
• SLA compliance / service health scores
• Quarterly Business Reviews (QBR) completion and follow-up actions

Qualifications:

Essential:

• Strong communication skills in Japanese and English.
• A background in technical IT solutions or services (systems/network infrastructure, IT helpdesk, etc.).
• Experience in Account Management, Customer Success, or IT Service Delivery.
• Experience managing small-to-medium scale IT projects (such as PC upgrades, cloud migrations, etc.)
• A track-record of managing multiple B2B accounts (ideally IT/managed services).
• Excellent listening and reporting skills

Desirable:

• Experience with multinational or enterprise clients.
• Knowledge of ISO27001, ITIL or service management frameworks.
• Familiarity with using CRM/account planning tools (e.g. Salesforce, HubSpot) for tracking customer data.
• Technical understanding of cloud, endpoint, and security technologies

Work Environment:

• Based in Tokyo HQ (with hybrid work options).
• Client site visits mainly in the Tokyo metropolitan area.

About EIRE Systems:

For 30 years, EIRE Systems has delivered professional IT services to multinational corporations and Japanese firms expanding abroad. Founded in Tokyo by IT professionals from Ireland, we’ve built a truly international culture that blends the best of Japanese and Western business practices.

We work closely with our clients to:

• Manage IT infrastructure and technology upgrade projects.
• Design and implement new technology solutions.
• Provide ongoing support through remote and on-site Managed Services and Outsourcing Solutions.

We value long-term partnerships while constantly developing new ones—and we recognize and reward the people who make that happen.

Build Your Career Without Limits

At EIRE Systems, careers grow from opportunity, not seniority. As a mid-sized, international IT services firm, we give our people the freedom to shape their own paths, take on leadership early, and make a visible impact.

Why join us?

• Merit-based advancement – progress based on performance and leadership, not tenure.
• Inclusive environment – diverse, collaborative, and respectful; your voice is heard.
• Leadership opportunities – take on influential roles and help shape our future.
• Work-life balance – results-driven culture with flexibility uncommon in traditional firms.
• Regional exposure – work with clients in Japan, Hong Kong, Singapore, and Shanghai.