Why SoftwareOne? SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en The role We are seeking a highly skilled and experienced Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer. The successful candidate will identify up-sell/cross-sell and renewal opportunities with Sales and Services. This position also requires advanced licence knowledge. Frequently is involved in developing new ideas. May provide mentoring to more junior colleagues. Key Responsibilities: Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team. Supports the Account Managers in Sales by collaborating with them on the overall account health and growth Acts as the single point of contact for account manager and customer, managing their day-by-day delivery and overseeing customer experience Provides advanced licence knowledge and support during the sales process. Leading the quotation process either themselves or working in conjunction with the back office teams. Identifies up-sell / cross-sell and renewal opportunities with Sales and Services, progressing these opportunities to closure. Drives customer satisfaction over the total contract duration by understanding their business needs, managing customer expectations and helping them succeed. Tracks customer adoption and growth. Focuses on resolution times and output instead of tasks performed for the customer. Establishes and maintains a QBR communicating with customers about their adoption trends, sentiment, and presenting opportunities for deeper or new engagements Prepares and leads QBR meetings from an operational perspective. Identifies opportunities for customers to act as SoftwareONE advocates (e.g. testimonials, case studies) Develops strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training and certification. Collaborates/coordinates New Customer Onboarding activities with the Back Office team. Core KPIs / Success metrics: Customer Satisfaction (CSAT) Customer Loyalty (NPS) Customer churn rate Renewal rate Upsell/cross-sell revenue Win rate Delivery SLA (quotes/orders) Career Level: Requires in-depth knowledge and experience Uses best practices and knowledge of internal or external business issues to improve products or services Solves new and complex problems Works independently, receives minimal guidance Acts as a resource for colleagues with less experience May lead projects What we need to see from you Bachelor Degree or equivalent experience Background in Technology Licencing or Services 5+ years in a Customer Success, Sales, Account Management or similar role Understands the processes of quote and order management, onboarding a client and after sales. Deep IT know how / / knows the ( IT) megatrends in the corporate market Experienced in the area of IT Service Management or Service Delivery and the corresponding processes, good understanding of processes (e.g. ITIL) Experienced in Working in a Matrix Organization Experience working with corporate customers Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals Solid problem solving and consultative skills required. Fluent English, combined with fluent local language Ability to research multiple sources to find data Critical thinking and decision making Goal driven and responsible Proficiency in conflict management Job Function Sales Accommodations 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. 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.