Associate Service Success Manager

Posted 6 days ago
Main Location
Stans, Switzerland
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As an Associate Service Success Manager (SSM), you will provide support to customer stakeholders across CxO, Operations, and Business Units in order to ensure exceptional delivery of business outcomes and customer experience. Your efforts should result in customer retention and new leads/opportunities. You must 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 primary responsibility for ensuring excellence in all customer
    experience facets for assigned customers
  • You will have the primary responsibility for presales support and onboarding for SoftwareONE managed services customers
  • You will be responsible for the seamless transition of service delivery from
    onboarding to managed service Business As Usual [BAU] phase
  • You will be involved in efficient resource assignment from different service
    locations (local/global) to deliver the agreed service to the customer
  • You will manage the processes and interfaces between the customer and
    SoftwareONE which has been designed and implemented during the
    onboarding
  • You will conduct onboarding sessions with your customer stakeholders
    providing insight on: SoftwareONE Service scope, Support process, Escalations
    management, Service Success manager role and focus, Tools overview & demo
    etc. to educate the Customer stakeholders to start leveraging SoftwareONE
    support, services & tools
  • You will conduct business reviews with your customer stakeholders providing
    insight on: SoftwareONE Service usage and performance, opportunities for
    optimization, relevant developments in business, new features or capabilities
    released within the supported areas which could enable a goal within the
    customer business; review meetings may also be onsite at the customer site or
    remotely, depending on the agreement with the customer.
  • You will provide escalation support for managed service related escalations 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 executing 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 best practices for using SoftwareONE and/or  
    partner solutions and align with Sales and Solution Sales on upcoming up- or
    cross-selling opportunities accordingly
  • 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 possess a detailed understanding of the end-to-end delivery process
    for SoftwareONE Managed Services customers
  • Up to 25% travel may be required for this role
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Associate Service Success Manager
SoftwareONE