Customer Success Manager

SoftwareOne (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

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

About this position

As a Customer Success Manager, you will provide support to customer partners across CxO, Operations and Business Units, ensuring business outcomes with the best customer and delivery experience, resulting in customer retention and new leads/opportunities.

Responsibilities

• You will have the main responsibility for ensuring excellence in all customer experience facets for assigned customers.
• You will be responsible for the seamless transition of service delivery from onboarding to run service Business As Usual [BAU] phase.
• You will be involved in efficient resource assignment from different service locations (local/RSDC/GSDC) to deliver the agreed service to the customer.
• You will perform the processes and interfaces between the customer and SoftwareOne which has crafted and implemented during the onboarding.
• You will conduct Onboarding sessions with your customer stakeholders providing insight on: SoftwareOne Service scope, Support process, Escalations management, Customer Success Manager role and focus, Tools overview & demo etc. to educate the Customer partners 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. Review meetings will be onsite at the customer site or remotely, depending on the agreement with the customer.
• You will provide critical issue support for managed service related partner concerns and keeping your customer up-to-date on resolution progress.
• You will accompany and orchestrate the Root Cause Analysis of Critical and Major Incidents raised by customer and align with the driving support staff 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 standard processes for using SoftwareOne and/or partner solutions and align with Sales and Solution Sales on upcoming up- or cross-selling opportunities accordingly.
• 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 understand the information available from other SoftwareOne Service lines to provide input to Account Business Plans to position SoftwareOne Services and Solutions.

Requirements

• You will provide thought leadership.