Overview:
Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble. Our leaders operate with a high level of Discipline but can work at Speed manage change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.
Responsibilities:
We strive to foster a culture and workplace that empowers our employees to be authentic, best versions of themselves. This is the basis of our diversity, equity, inclusion, and belonging initiatives.
We are thrilled to announce an opportunity to join our team as:
Sales Customer Success Manager | Microsoft
Location: Bogotá Colombia| Hybrid
A Customer Success Manager for CSP (Cloud Solution Provider) at SoftwareOne is responsible for ensuring customers achieve their business outcomes through a world-class delivery and customer experience. This role builds strong relationships with stakeholders across Operations and Business Units, enabling retention, satisfaction, and new business opportunities.
As the primary point of contact, you will oversee the seamless transition from onboarding to the managed service Business as Usual (BAU) phase. By aligning customer objectives with SoftwareOne's services and solutions, you will accelerate adoption, identify opportunities for optimization, and drive long-term value.
Key Responsibilities
Customer Onboarding & Enablement
* Conduct onboarding sessions with customer stakeholders, covering service scope, support processes, escalation management, CSM role focus, and tools overview.
* Educate customers to maximize the use of SoftwareOne support, services, and platforms.
* Ensure a smooth transition from onboarding to BAU within managed services.
Account Retention & Growth
* Build trust-based relationships with customer stakeholders to foster loyalty and long-term retention.
* Identify opportunities for cross-selling and upselling by aligning services and solutions with customer goals.
* Collaborate with Sales and Solution Sales teams to ensure proactive growth strategies.
Service Delivery & Performance
* Monitor Customer Satisfaction (CSAT), SLAs, KPIs, and Business Outcomes.
* Drive continuous improvement by initiating and tracking Service Improvement Plans (SIPs).
* Provide escalation management and regular updates on resolution progress.
* Conduct regular business reviews, sharing insights on usage, optimization opportunities, and new capabilities.
Collaboration & Advocacy
* Act as the voice of the customer internally, relaying requirements to Service and Product teams.
* Maintain up-to-date knowledge of SoftwareOne's managed services portfolio and relevant cloud solutions.
* Stay informed on industry trends and developments to position SoftwareOne effectively.
Qualifications:
Profile: Systems engineer or professional with proven experience in Customer Success, Service Delivery, or Account Management, preferably in Cloud or Technology Services.
Required Skills:
* Experience in Service Delivery Management or Managed Services.
* Strong relationship management with customer-centric focus.
* Ability to engage senior stakeholders and manage challenging conversations.
* Fluent English (minimum B2)
* Excellent communication and presentation skills.
* Ability to analyze performance data, monitor KPIs, and report business outcomes.
* Strong organizational, multitasking, and time management skills.
* Background in technology services with exposure to Azure, O365, Security, Backup, FinOps or similar solutions.
Preferred (but not mandatory):
* Previous experience in Customer Success or Service Delivery roles.
* Certifications such as ITIL Foundation.
* Knowledge of Microsoft Dynamics CRM and advanced use of MS Office Suite.
Soft Skills:
* Motivated, results-oriented, and confident.
* Strong ownership and bias for action.
* Methodical and disciplined approach to achieving goals.
* Active listening, adaptability, and collaborative mindset.
* Project management and problem-solving skills
Benefits:
* Creative culture with lived what we value for an appreciative and supportive work environment.
* Employee recognition programs.
* A variety of training and development opportunities.
* Work-life balance.
* Referral bonus program.
* Multicultural interaction.
* Contribution to society through employee initiatives.
* Corporate events.
* Newest technologies for our clients and colleagues.
* And much more!
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
Disclaimer:
This job posting is for future opportunities and is not intended for immediate hiring. We are always looking for dedicated individuals to join our team and encourage you to submit your application. By applying, you consent to having your information stored in our talent pool for potential future openings that match your skills and experience. We appreciate your interest and will reach out if a suitable position becomes available.
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