Customer Success Manager
San Jose, Costa Rica
hace 2 días

The role

The Customer Success Manager is responsible for achieving sales and gross profit goals for an assigned market or specific customer(s) by developing, building, and strengthening long-term relationships with customers, software publishers, and partners.

The CSM works in close partnership with their sales counterparts and should drive results in customer retention and new leads / opportunities.

This individual must have excellent skills at developing relationships which will allow them to understand the objectives of the customer organization to align the appropriate SoftwareONE Solution and Services.

The CSM will in part be measured based on a GP quota aligned to their assigned customers and / or market. The Customer Success Manager position is located either locally in the subsidiary or in GSDC (Global Service Delivery Center).

Roles & Responsibilities :

  • Work with the Market Leader and Software & Cloud Leader to develop and execute the overall market strategy.
  • Collaborate with BDMs, Account Managers, and Solution Specialists on strategic high potential customers to develop an account plan to maximize opportunities and generate sales activity and increase gross profit attainment year over year.
  • Acts as a key resource for leading industry volume license offerings.
  • Assist the Software & Cloud Team Lead and other departments on an as-needed basis with day-to-day tasks and communication within the sales team.
  • Quickly identify, address and solve customer account issues.
  • Maintain partner relationships in order to foster growth and expansion of SoftwareONE footprint within assigned accounts.
  • Develop strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training with software publishers and SoftwareONE Service teams.
  • Should be able to identify and qualify a service opportunity and engage the BDM or Solution Specialist when appropriate.

  • Engage in pre-sales activities and drive cross and up selling opportunities.
  • Participate in service improvement and development activities.
  • Jointly contribute, prepare, and deliver the QBR and customer meetings in conjunction with the Account Team
  • Coordinate with PyraCloud enablement staff to ensure accurate visualization of customer data in PyraCloud.
  • Achieve quality benchmarks determined by local leadership.
  • Ensure customers are consuming all services they purchase.
  • What we need to see from you

    Knowledge, Skills and Abilities Required :

  • Knowledge of : operational policies and procedures; customer service and sales probing techniques; and developing and maintaining long-term business relationships.
  • Ability to : analyze data and customer business process, articulate the business value on complex solutions, articulate service value in the sales process (up and cross sell capability), identify trends and develop recommendations for improvement;
  • research and solve complex, multi-faceted problems; show initiative; maintain a positive attitude; handle large volumes of work and meet tight deadlines;
  • adapt to and embrace change in a rapidly changing environment; lead and mentor by example; maintain and promote good client relations, maintain confidentiality of sensitive information.

  • Ability to sell independently and without the involvement of a cBDM or Account Manager. This would require the identification of an opportunity, the qualification and resource requirements through to the close of the sale.
  • Skilled in : relationship building; verbal and written communication; problem solving; researching customer and product information;
  • planning, scheduling, and organizing work; multitasking; and time management.

  • Exhibit strong executive presence while conducting meetings with partners and customers.
  • Qualifications :

  • Minimum of 2 years of sales or account management experience
  • Highly motivated and results oriented; entrepreneurial spirit.
  • Strong presentation, communication, organization, multitasking, and time management skills.
  • Solid problem solving and consultative skills required.
  • Able to demonstrate proficient use of CRM and upselling customers to SoftwareONE’s offerings.
  • Proficient in Microsoft software licensing knowledge
  • Advanced English level
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