Customer Success Manager

at  SoftwareONE

Job Function: Software & Cloud Services The role:

• You will be responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [BAU] phase. Steering and report on Quality (internal & external)
• 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. Generate Lead / Opportunity (new & change order)
• You will conduct business reviews with your customer stakeholders providing insight on: SoftwareOne Service usage and performance, opportunities for optimization, relevantdevelopments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business
• You will provide escalation management for managed service-related escalations and keeping your customer up-to-date on resolution progress
• 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 ServiceOrganization
• 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 relay customer needs and requirements back to internal SoftwareOne (Global) Service teams for future Service and Solution development

What we need to see from you:

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Good communications skills with the ability to manage challenging conversations in a professional manner
• Solid organizational skills including attention to detail and multi-tasking skills
• Listening to customers, probing for business process pains and opportunities, to meet or exceed their expectations
• Good presentation skills
• Structured, organized, disciplined and methodical
• Experience in Service Delivery Management
• You will be expected to gain working knowledge on PyraCloud functionality
• Confident individual that’s highly motivated and results oriented
• Deep understanding of (local) core portfolio

QUALIFICATIONS

• Good social skills, conversational skills and relation management skills
• Minimum of 1-2 years experience in IT
• Associate’s+ (HBO) degree or higher or relevant working experience
• Excellent knowledge of the French and English language, verbally and in writing
• Willing to learn and develop in a dynamic environment
• Prince2 foundation
• ITIL foundation
  Why SoftwareOne?:
  SoftwareOne is in the middle of an exciting transformation journey, becoming one of the fastest-growing global platform, solution, and technology service providers. We offer a full suite of solutions to help organizations transform their technology landscape, and optimize their technology investments, in an increasingly software-defined and cloud-first world. Combining this with our legacy of being a trusted partner to >65,000 customers globally, means that our growth is only just beginning!
  Accommodations:
  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, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.
  SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.
  Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR

• You will be responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual [BAU] phase. Steering and report on Quality (internal & external)
• 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. Generate Lead / Opportunity (new & change order)
• You will conduct business reviews with your customer stakeholders providing insight on: SoftwareOne Service usage and performance, opportunities for optimization, relevantdevelopments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business
• You will provide escalation management for managed service-related escalations and keeping your customer up-to-date on resolution progress
• 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 ServiceOrganization
• 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 relay customer needs and requirements back to internal SoftwareOne (Global) Service teams for future Service and Solution developmen