Customer Success Manager

5 months ago

Hopkinton, United States SoftwareONE Full time

Job Function:
Software & Cloud Services

The role:

A Customer Success Manager (CSM) is a customer-facing role that is responsible for ensuring the success of customers by helping them achieve their desired outcomes with the SoftwareOne services. CSMs do this by building strong relationships with customers, understanding their needs, and providing guidance and support. They also act as advocates for customers, addressing their concerns and needs to drive customer satisfaction and retention.

The Customer Success Manager holds the following responsibilities:

  • Proactively engages with customers to understand their needs and ensure they are achieving their desired business outcomes.
  • Agrees the Services KPIs with the Customer.
  • Ensures SoftwareOne service organisation is aligned to Customer's strategic priorities and engaged with key business and technology decision makers.
  • Delivers strategic advice and guidance to accelerate innovation and drive efficiency.
  • Services Strategy: Supports the Customer's business objectives by providing assistance with IT strategy and adoption and facilitating access to SoftwareOne subject matter experts.

Inclusions

  • Professional Services Coordination: acts as primary contact for Customer when arranging the scoping and delivery of professional services.
  • Acts as an escalation contact, in coordination with the Service Delivery Manager.
  • Provides training and support to the Customer to help them maximize the value of the SoftwareOne services.
  • Develops and drives customer success plans.
  • Service Reviews: in coordination with the Service Delivery Manager, conducts regular service reviews with the Customer on a frequency agreed with the Customer, typically monthly. Meetings will take place online, unless the parties mutually agree otherwise. On a half-yearly basis, Service Reviews to include a review of the Services Contract with specific attention to utilization of hours and credits, customer satisfaction, customer IT strategic plans, plans for the next contract period and contract renewal.


What we need to see from you:

- Background in Technology Services;

- Performed work within the relevant technology realm in a project or Professional Services delivery capacity previously;
- Strong structural work methods, agility and time management skills;
- Excellent problem solving and assertive consultative skills and good project management skills;
- Demonstrating experience in business process analysis;

- Experience in Service Delivery Management;
- Ability to converse with senior customer stakeholders with a desire to work in fast-paced, challenging environment;
- Excellent communications skills with the ability to manage challenging conversations in a
professional manner

- Fluency in French and English is a must;

Why SoftwareOne?:

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box - and we cant wait to hear your new ideas., and although all businesses say it, we truly believe in work-life harmony. Our people are our greatest asset, and well go the extra mile to ensure youre happy here. We want our people to be always their true authentic selves because thats when real creativity happens.

We take our clients on a complete journey into the Cloud and work closely with businesses to develop a Cloud roadmap, ensuring that their transition into the Cloud is smooth, secure, and adds value to the organisation. We dont just stop at making technology work for our clients, we ensure that their teams also understand the Cloud as well as we do and can make the most of it.

We are offering a good career path and hybrid option of working. If intertested do not hestite to send your application.

Accommodations:

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

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