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 Coordinate the Root Cause Analysis of Critical and Major Incidents raised by customer 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.
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 be required to understand Service Offerings available from other SoftwareONE Service lines to provide input to Account Business Plans to position SoftwareONE Services and Solutions
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
Additional Skills Requirement
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
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
ITIL Foundation and / or Prince II (Foundation) certifications, desirable
Additional Technical Skills
Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
Expert use of MS Office Suite and Microsoft DynamicsCRM
You will be expected to have working knowledge on PyraCloud functionality
Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication etc.
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
Software Lifecycle Managed Services
Proven track record in Service delivery or in support of delivery of Software Lifecycle Managed Services or Software Procurement.
Understands the implication of change though 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.