An Ideal CS Team Like "Ghost in the Shell"

We started this employee interview series to give those interested a better understanding of amptalk, its members, and their passion for work.
For the first installment, we interviewed Hiroyuki Makuta, the Director of the Customer Success (CS) team.

Joined amptalk drawn by its values and people

Q: We heard you joined amptalk with no prior CS experience. What motivated you to make this decision?
In my previous job, I was involved in launching new projects as an New Business Development Manager at a major HR company. Prior to that, I was responsible for marketing and business development but had no experience in sales or CS. I decided to join amptalk because I was deeply moved by CEO Inose’s extraordinarily high and strong ambition to "transform sales in Japan." I first learned about the term "sales enablement" at that moment, and after researching and having multiple discussions with Inose, I became convinced that working at the company would be exciting. I contacted him saying, "Please let me proceed with the selection process! I look forward to it!"

Q: How did your initial encounter with amptalk happen?
Inose reached out to me via a LinkedIn DM. At first, I honestly hadn’t heard of the company and wasn’t particularly interested since sales and CS were not my fields. However, his career background, having gone from a major Japanese company to starting his own business, intrigued me. At that time, I was also questioning my future at a major Japanese company. Additionally, we had the same alma mater and were of the same generation, which made me want to have a conversation with him.

The fascinating CS activities at amptalk requiring comprehensive sales and CS skills

Q: What are some characteristics of the CS team at amptalk?
The CS team at amptalk currently consists of five members. A notable feature is that many of us have sales experience, excluding me (laughs). Our team includes individuals with diverse backgrounds and expertise, such as those experienced in inside sales, and members who studied statistics extensively in graduate school and are proficient in building and operating Salesforce. At amptalk, our CS team values a style where team members cover each other’s weaknesses with their strengths and fight as a cohesive unit.
Our main clients are corporate sales and sales planning departments, so it's crucial to have a high level of understanding of the sales field, as well as a broad range of peripheral knowledge. We often propose comprehensive solutions, considering not just amptalk’s product but also surrounding products like Salesforce, Zoom, and Teams that our clients use. When I first joined amptalk, it was my first time using Salesforce, and I struggled quite a bit. Staying updated with the latest information was a significant challenge but also an excellent opportunity for growth.
Another important aspect when working with customers at amptalk is maintaining curiosity and interest in them, continuously thinking about all possibilities and information. We keep an eye out for things customers can’t articulate and consider countless ways to solve their issues. Our product is just one of many tools for problem-solving. We always think flatly about how to connect to the true resolution of customers’ issues and profits, supporting them as a team with a constant awareness of amptalk’s value of "empathy."

Q: What difficulties do you find in amptalk’s CS role if any?
Aligning logical thinking, passion, and empathy with the customer’s sales organization can be challenging. The concept of sales enablement is broad, and many issues cannot be solved solely by the product. However, the uniqueness of amptalk’s CS lies in partnering with customers as strategic partners to solve problems together with a broad perspective. When customers rely on us for complex, previously unresolved issues and express gratitude, it’s a moment of realizing our unique value at amptalk, making me happy.

Q: How do you feel about the work style and culture at amptalk?
Among amptalk’s values, my personal favorite is "Blameless," which promotes solving issues through systems when things don’t go well. This value is reflected in our organization, where actions and decisions align consistently with these values.

Our team has a relatively high age range for a startup, with members having children and often working remotely. I work remotely from 10 AM to 7 PM, balancing family time with work since I have three children. This family-first mindset is also shared by Inose, our CEO, and is embedded in our culture, making it a comfortable place to work without any difficulties.
We also have fun with asynchronous communication on Slack, using playful stamps and reactions even for non-work-related posts, creating a good atmosphere despite the remote environment. Since a large part of life is spent working, I believe that "who you work with" is extremely important. Despite initial anxieties about joining a startup, I’m now really excited to work with highly motivated colleagues who share a common vision. The psychological safety here quickly made me feel like I had found my place, and my worries disappeared early on.

"Ghost in the Shell" - Becoming a partner in customers' sales strategies through individual expertise

Q: Can you tell us about an ideal CS organization for you?
Our CS team’s mission is to "continuously convey the value of our product while ensuring our customers’ business success." To achieve this, we need to create an even stronger collective of unique individuals.
There's a favorite quote from the "Ghost in the Shell: Stand Alone Complex" series:
"In our team, there are no convenient excuses like teamwork. If there is anything, it’s the teamwork that arises from solo plays."
I love this line from Section 9 Chief Daisuke Aramaki in the series and use it as a guiding principle for my management. Each team member is a professional, producing results by complementing each other’s sharp skills without needing detailed instructions. That’s the kind of "strongest" team I aim to build.

Q: What are your future plans for amptalk’s CS organization?
As amptalk focuses on sales enablement, I want to emphasize system and reproducibility in customer success as well. Through our success activities, if our customers’ sales activities succeed and customer satisfaction increases, refining this reproducibility and system could lead to offering it as a professional service in the future. As our support scope expands, I want our customers to experience the unique value of being a true "strategic partner in sales" that amptalk can offer.

Message to Future Colleagues

If you resonate with amptalk’s genuine desire to "change sales in Japan," that’s the most important thing. On that premise:

• Anyone with a unique strength that can be a weapon

• Someone who can approach work with an "unlearning attitude"

We’d love to work with you.
Not limited to CS, but in amptalk’s CS, which offers the opportunity to take on new challenges, having flexibility and honesty to break down preconceived notions and start fresh is crucial. I hope you will fully utilize your strengths and join us in this bold challenge.

We’re hiring!

amptalk is actively hiring across all positions! If you resonate with Makuta’s personality, aspirations, and amptalk’s mission, please apply for a casual conversation.
https://amptalk.notion.site/amptalk-Recruitment-Information-4d5af8627fdf4ca8b91692497f16a08f