Japan CX Director

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

Japan CX Director 　* New Position

Customer Experience (CX) Strategic Leadership, Everpure 

Role Summary 

The Japan Service Director is a senior CX leader accountable for long-term value creation with Everpure's most strategic Japanese enterprise customers. The core mission is to be a trusted advisor to these customers, producing mutual innovation and measurable outcomes. This leader owns the Japan CX strategy, including the 3-year plan and customer success motion, and represents Everpure at the executive level in Japan, including major escalations. 

The role is a matrix lead across customer-dedicated team members and works with global CX, Sales, Engineering and partner organizations. It covers the full CX framework: Technical Support (TS), Professional Services (PS), Advanced Services, PEAK, Customer Advocacy, Portfolio, and Customer Success.

 

What You Will Be Doing 

Drive strategic customer outcomes in Japan 

• Deliver a world-class service experience that exceeds Japanese customer expectations, including expectations around quality, responsiveness and proactive communication. 

• Own the Japan CX strategy and 3-year plan, including the customer success motion and plan, in partnership with global CX and portfolio leaders. 

• Partner with Sales to execute 1–3-year integrated account plans. Join account planning meetings for top customers and other strategic accounts as required, and act as the single point of accountability for the Japan customer experience across the full services portfolio. 

• Maintain a deep, face-to-face presence with named customers, building trust-based relationships with key stakeholders and executives. 

• Partner with the cross-functional delivery team (SAM, DSE, TAM, CSM and Channel Partners) as a peer of the other team leaders, aligning efforts across functions to deliver consistent, high-quality service to Japanese customers.

• Partner with the designated executive sponsor(s) to achieve their objectives and outcomes for Japan accounts. 

• Develop and implement customer retention strategies for the Japan market. 

 

Escalations and customer advocacy 

• Represent Everpure at major Japanese escalations, working with the service support team and functional owners through critical care programs, with proactive communication and executive involvement for swift resolution. 

• Champion Japanese customer requirements into Engineering, Quality, product roadmaps and service offer development. 

• Advocate for and influence Japan-specific processes and workflows (Lifecycle Services or Business Critical Services) so that global processes meet local expectations. 

• Advocate for EG1(Evergreen1) customers and services, applying strong financial acumen. 

• Sponsor Continuous Improvement and Problem Management trends for Japan accounts, driving swift root cause analysis and remediation. 

 

Customer journey, growth and innovation 

• Design and plan the service customer journey (Lifecycle Management) for Japan accounts. 

• Understand each customer's core business goals with Sales, and identify opportunities for value co-creation, growth, and expansion.

• Drive account-based innovation to improve customer perception of solution and service value, ease of doing business, and continuous improvement. 

• Collaborate with the Executive Sponsor, Sales and service team members on a customer relationship roadmap that guides future service and technology investment. 

• Create and own a cadence of forward-looking, service-focused strategy sessions with Japan accounts. 

• Work with Sales on service cross-sell and up-sell, with a focus on retention, diversification and growth. 

• Build referenceable customers across the services portfolio. 

• Coordinate AI-related initiatives and customer engagement for Japan. 

• Support readiness for new products and portfolio areas, such as Portworx (ASP/PX, Data Intelligence, and Data Stream), through proactive, end-to-end CX planning. 

 

Service partner (ASP) oversight 

• Hold local ownership of the Authorized Service Partner (ASP) relationship in Japan at an executive-influence level, acting as program manager rather than owner of the partners' business. 

• Oversee the quality of outsourced partners and ASPs, as the first priority of this function. 

• Help grow the ASP network in Japan. This is a corporate goal rather than an individual KPI, and the focus is service and support partners, not product-selling partners. 

• Work to clarify and standardize the ASP model, which is currently vague and varied across the market. 

 

Localization and communication 

• Lead project participation and ownership for Japan initiatives as needed. 

• Ensure translation and localization of key materials, reporting and processes for local consumption. 

• Ensure consistent communication and reporting across all service functions for Japan Global Strategic Accounts (for example, standard QBR templates adapted for Japanese customers). 

• Communicate the Japan service vision, strategy and plan to Executive, Product, Sales, Marketing, Finance, IT and CX leadership teams, and build a company-wide culture of customer-centricity. 

 

Measure the effectiveness of strategic account management 

• Own Global Strategic Account Program KPIs for Japan accounts, including loyalty, satisfaction, diversification of spend and relationship equity. 

• Build and maintain a Japan scorecard and success index against which role effectiveness is measured. 

• Maintain "World Class" CSAT and NPS for assigned accounts. 

• Report critical success factors and performance to senior leadership and share best practices across Global Strategic Accounts. 

• Build a Voice of the Customer program for Japan that aligns with the Global Customer Advisory Board. 
• Evangelizing New Services to customers.

 

What You Bring 

Required 

• Bachelor's degree in business, IT, Computer Science or equivalent field. 

• 10+ years of experience managing global enterprise accounts, large multinational service engagements, or equivalent. 

• Proven customer-facing, executive-level acco