As a Service Success Manager, you will provide support to customer stakeholders 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 be responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual BAU phase
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.
You will provide escalation management 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 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 complex 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.
What we need to see from you
Relevant experience of 4+ years in a service delivery / customer management role.
Proven track record in Service delivery or in support of Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication etc.
Proven track record in Service delivery or in support of delivery of Software Lifecycle Managed Services or Software Procurement
Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously
Understands the implication of change through the implementation of technology to the business
Strong structural work methods, multitasking and time management skills
Excellent problem solving and assertive consultative skills
Demonstrated experience in business process analysis
Experience in Managed Infrastructure delivery or Back up Delivery and implementation.
Confident individual that’s highly motivated and results oriented
Experience in Service Delivery Management
Ability to converse with senior customer stakeholders
Desire to work in fast-paced, challenging environment
Excellent communications skills with the ability to manage challenging conversations in a professional manner
Listening to customers, probing for business process pains and opportunities, in an effort to meet or exceed their expectations
Good presentation skills
You have a passion for technology and see cloud technologies as a challenge
Active listener and effective communicator
Ability to prioritize and demonstrate relentless discipline in achieving goals
Proven ability to influence others and lead customer engagements
Strong ownership, bias for action and willingness to role-up your sleeves
Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
Expert use of MS Office Suite and Microsoft DynamicsCRM
What you should really know about us.
Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people.
This is what makes SoftwareONE successful.
Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day.
Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.
Patrick Winter, Founder.
What we expect from our employees
Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you.
SoftwareONE employees are energized, agile, and are laser-focused on delivering world-class Customer Satisfaction and results.
Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction.
We are Humble, have a very high degree of Integrity, and are simply not interested in politics. Our leaders operate with a high level of Discipline but are able to work at Speed manage change in a global economy.