Customer Success Manager
SoftwareONE
Luxembourg
il y a 5j

The role

  • Work with Account Team Manager to develop an overall account plan to maximize opportunities and generate sales activity and gross profit attainment.
  • Oversee and coordinate end-to-end service delivery for strategic accounts by working with the Inside Sales.
  • Acts as key resource for leading industry volume license offerings.
  • Assist the Account Team Manager and other departments on an as-needed basis with day-to-day tasks and communication with the sales team.
  • Assist Insides Sales and Procurement Specialist with sales administration tasks as outlined by Account Team Manager.
  • Develop strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training with software publishers and SoftwareONE Service teams.
  • Engage in pre-sales activities and drive cross and up selling opportunities
  • Act as a mentor to Inside Sales and Procurement Specialist team and to new hires in the training program. Provide feedback to Account Team Manager.
  • Support sales promotions and execution within team.
  • Participate in service improvement and development activities
  • Prepare and lead QBR meetings from an operational perspective
  • Assist with completing software license contract renewals for tier 1 Publishers
  • Coordinate New Customer On-boarding activities.
  • Ensure accurate customer on boarding and visualization of customer data in PyraCloud.
  • Act as a point of contact if local support is required for a customer and answer country specific questions
  • Achieve quality benchmarks, including minimum number of credit memos / churns.
  • Present publisher portals to customers (VLSC, MPSA, etc.)
  • Ensure customers are consuming all services they purchased
  • What we need to see from you

    Knowledge, Skills and Abilities Required :

  • Knowledge of : operational policies and procedures; customer service and sales probing techniques; and developing and maintaining long-term business relationships.
  • Ability to : analyze data and customer business process, articulate the business value on complex solutions, articulate service value in the sales process (up and cross sell capability), identify trends and develop recommendations for improvement;
  • research and solve complex, multi-faceted problems; show initiative; maintain a positive attitude; handle large volumes of work and meet tight deadlines;
  • adapt to and embrace change in a rapidly changing environment; lead and mentor by example; maintain and promote good client relations, maintain confidentiality of sensitive information.

  • Skilled in : relationship building; verbal and written communication; problem solving; researching customer and product information;
  • planning, scheduling, and organizing work; multitasking; and time management.

    Qualifications :

  • Minimum of 2 years in Inside Sales role is required
  • Highly motivated and results oriented; entrepreneurial spirit.
  • Strong presentation, communication, organization, multitasking, and time management skills.
  • Solid problem solving and consultative skills required.
  • Experience with MS Office (Outlook, Excel, Word, Power-Point).
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