Customer Success Manager

A Customer Success Manager (CSM) is a customer-facing role that is responsible for ensuring the success of customers by helping them achieve their desired outcomes with the SoftwareOne services. CSMs do this by building strong relationships with customers, understanding their needs, and providing guidance and support. They also act as advocates for customers, addressing their concerns and needs to drive customer satisfaction and retention.

The Customer Success Manager holds the following responsibilities:

Proactively engages with customers to understand their needs and ensure they are achieving their desired business outcomes.
Agrees the Services KPIs with the Customer.
Ensures SoftwareOne service organization is aligned to Customer’s strategic priorities and engaged with key business and technology decision makers.
Delivers strategic advice and guidance to accelerate innovation and drive efficiency.
Services Strategy: Supports the Customer’s business objectives by providing assistance with IT strategy and adoption and facilitating access to SoftwareOne subject matter experts.
Professional Services Coordination: acts as primary contact for Customer when arranging the scoping and delivery of professional services.
Acts as an escalation contact, in coordination with the Service Delivery Manager.
Provides training and support to the Customer to help them maximize the value of the SoftwareOne services.
Develops and drives customer success plans.
Service Reviews: in coordination with the Service Delivery Manager, conducts regular service reviews with the Customer on a frequency agreed with the Customer, typically monthly. Meetings will take place online, unless the parties mutually agree otherwise. On a half-yearly basis, Service Reviews to include a review of the Services Contract with specific attention to utilization of hours and credits, customer satisfaction, customer IT strategic plans, plans for the next contract period and contract renewal.