Job Details
- As a Customer Success Manager, you will provide support to customer partners across, CxO, Operations and Business Units, in order to make sure we deliver business outcomes with the best customer and delivery experience resulting in customer retention and new leads/opportunities. You will have excellent skills at developing relationships which will allow you to understand the objectives of the customer organization to align the appropriate SoftwareOne Solution and Services.
- You will have the main responsibility for ensuring excellence in allcustomer experience facets for assigned customers.• You will be responsible for the seamless transition of service delivery from onboarding to run service Business As Usual [BAU] phase.
- You will be involved in efficient resource assignment from different servicelocations (local/RSDC/GSDC) to deliver the agreed service to thecustomer.
- You will performs the processes and interfaces between the customer and SoftwareOne which has crafteded and implemented during the onboarding.
- You will conduct Onboarding sessions with your customer stakeholdersproviding insight on: SoftwareOne Service scope, Support process,Escalations management, Customer Success Manager role and focus,Tools overview & demo etc. to educate the Customer partners to startleveraging SoftwareOne support, services & tools.
- You will conduct business reviews with your customer stakeholdersproviding insight on: SoftwareOne Service usage and performance,opportunities for optimization, relevant developments in business, newfeatures or capabilities released within the supported areas which couldenable a goal within the customer business. Review meetings will be onsiteat the customer site or remotely, depends on the agreement with thecustomer
You will provide critical issue support for managed service related partner concerns and keeping your customer up-to-date on resolution progress.
You will accompany and orchestrate the Root Cause Analysis of Critical and Major Incidents raised by customer and align with the driving support staff to optimize experience for the customer, SoftwareOne and/or partners.
You will monitor and report Customer Satisfaction (CSAT), Business Outcomes, SLA’s/KPI’s and if needed initiate and monitor Service Improvement Plans (SIP’s) initiated within the Service Organization.
You will equip yourself and maintain up to date working knowledge of the Services supported by SoftwareOne Managed services team.
You will be responsible for driving and accelerating adoption of our services through advising customers on standard processes for using SoftwareOne and/or partner solutions and align with Sales and Solution Sales on upcoming up- or cross-selling opportunities accordingly.
You will relay customer needs and requirements back to internal SoftwareOne Global Service teams for future Service and Solution development.
You will mentor team members and assist them with their professional development.
You will understand the information available from other SoftwareOne Service lines to provide input to Account Business Plans to position SoftwareOne Services and Solutions.
You will provide thought leadership in highly sophisticated projects/programs throughout the pre-sales and initial planning process.• You will possess a detailed understanding of the end-to-end onboarding process for SoftwareOne Managed Services customers.
