Overview:
SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications - and in parallel, to navigate and optimize the resulting software and cloud changes - SoftwareOne unlocks the value of technology. The company's 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en
Responsibilities:
We are seeking a highly skilled and experienced Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer.
The successful candidate will identify up-sell/cross-sell and renewal opportunities with Sales and Services. This position also requires advanced licence knowledge. Frequently is involved in developing new ideas. May provide mentoring to more junior colleagues.
Key Responsibilities:
* Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
* Supports the Account Managers in Sales by collaborating with them on the overall account health and growth
* Acts as the single point of contact for account manager and customer, managing their day-by-day delivery and overseeing customer experience
* Provides advanced licence knowledge and support during the sales process.
* Leading the quotation process either themselves or working in conjunction with the back office teams.
* Identifies up-sell / cross-sell and renewal opportunities with Sales and Services, progressing these opportunities to closure.
* Drives customer satisfaction over the total contract duration by understanding their business needs, managing customer expectations and helping them succeed.
* Tracks customer adoption and growth.
* Focuses on resolution times and output instead of tasks performed for the customer.
* Establishes and maintains a QBR communicating with customers about their adoption trends, sentiment, and presenting opportunities for deeper or new engagements
* Prepares and leads QBR meetings from an operational perspective.
* Identifies opportunities for customers to act as SoftwareONE advocates (e.g. testimonials, case studies)
* Develops strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training and certification.
* Collaborates/coordinates New Customer Onboarding activities with the Back Office team.
* Core KPIs / Success metrics:
* Customer Satisfaction (CSAT)
* Customer Loyalty (NPS)
* Customer churn rate
* Renewal rate
* Upsell/cross-sell revenue
* Win rate
* Delivery SLA (quotes/orders)
Career Level:
* Requires in-depth knowledge and experience
* Uses best practices and knowledge of internal or external business issues to improve products or services
* Solves new and complex problems
* Works independently, receives minimal guidance
* Acts as a resource for colleagues with less experience
* May lead projects
Qualifications:
* Bachelor Degree or equivalent experience
* Background in Technology Licencing or Services
* 5+ years in a Customer Success, Sales, Account Management or similar role
* Understands the processes of quote and order management, onboarding a client and after sales.
* Deep IT know how / / knows the ( IT) megatrends in the corporate market
* Experienced in the area of IT Service Management or Service Delivery and the corresponding processes, good understanding of processes (e.g. ITIL)
* Experienced in Working in a Matrix Organization
* Experience working with corporate customers
* Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
* Solid problem solving and consultative skills required.
* Fluent English, combined with fluent local language
* Ability to research multiple sources to find data
* Critical thinking and decision making
* Goal driven and responsible
* Proficiency in conflict management
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