You will conduct business reviews with your customer stakeholders providing insight on; SoftwareONE Service usage, Microsoft / AWS Service usage and opportunities for spend optimization, new features or capabilities released within the technologies supported which could enable a goal within the customer business
You will provide escalation management for Critical and Major customer Incidents and Service Requests keeping your customer up-to-date on resolution progress
You will complete Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for customer, SoftwareONE or partners.
You will provide technical and systems management advisory services. Providing skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.
You will equip yourself and maintain up to date working knowledge of the technologies supported by Cloud Managed Services.
You will be responsible for Drive and accelerate spend adoption through advising customers on best practices for using SoftwareONE or Microsoft / AWS solutions.
You will relay market 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 teams 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 Cloud Managed Services customers
You will be considered an expert on PyraCloud, the SoftwareONE Cloud management platform
What we need to see from you
Background in Technology Services
Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously
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
Excellent project management skills
Demonstrated experience in business process analysis
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
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.