10000 Customer success manager Jobs

Job Summary

The Operations Manager, part of Software & Cloud Marketplace Delivery, plays a key role in the new Software and Cloud Marketplace Off-Catalog delivery model.

The Operations Manager is responsible for handling the operations and processes of the end-to-end Software Sales Process. This role is key to ensuring SoftwareOne is able to maintain our overall customer experience, by helping our sellers with operational tasks to enable the sales team to focus on their core selling activities.

Role & Responsibilities

• Supports customer setup and onboarding.
• Prepares and submits quotes (off-catalog) to customers through OneWorkplace, with the best possible prices obtained directly from the respective publisher/supplier based on Price/Quote requests received from customers.
• Serves as a customer-facing resource for presales quoting activities (off-catalog) alongside SoftwareOne resources.
• Responsible for organizing RFQ/ RFP/RFI for off-catalog publishers and suppliers within predefined SLAs.
• Dispatches on-catalog requests.
• Coordinates off-catalog requests.
• Handles off-catalog renewals.
• Demonstrates effective interaction skills by providing pricing and delivery information in response to inquiries, concerns, and requests. Must have an approach that emphasizes detailed research to gather all necessary information for task completion.
• Communicates in a timely and effective manner via OneWorkplace, emails, reports, calls, and follow-ups
• Maintains focus on ownership for tasks and responsibilities, including commitment to follow through and staying focused on tasks, and delivering to promise.
• Pushes him/herself to continuously improve customer experience and achieve customer delight
• Handles partner concerns and resolves issues quickly.

Success Criteria

• Achieve a minimum of 95% accuracy in quote submissions to customers, ensuring competitive pricing and adherence to predefined SLAs.
• Increase off-catalog sales by 15% within the first six months through effective customer setup and onboarding processes.
• Receive positive feedback from the sales team indicating improved efficiency and satisfaction in off-catalog sales support.

Organizational Alignment

• Collaborate closely with Sales, Procurement, and Vendor Management teams to streamline off-catalog processes and ensure alignment with overall business objectives.
• Maintain regular communication with Marketing to ensure consistency in messaging and promotional strategies for off-catalog offerings.
• Provide feedback to Product Development teams based on customer interactions to enhance product offerings and better meet market demands.

What we offer

• Generous pay with bonus structure
• Independent environment without a lot of red tape where you are empowered to make decisions
• Substantial benefits package that includes:

• Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions
• Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
• 401k program with employer matching 50% up to the first 10% of employee’s contributions
• Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
• Access to EAP and concierge services
• Pre-paid legal at no cost
• Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
• Employee stock purchase plan
• Learning and development opportunities galore
• Tuition reimbursement
• And much more!
• Specific to Milwaukee-based office employees: company-paid parking 

• Winning culture, inclusive environment, and friendly people all over the world
• A remote-friendly organization, with colleagues working remotely either part or full-time

As a culture-first organization, being together is how we learn and grow. We come together in person for at least 4 days for collaboration, support, and to have some fun.