Job Information
SoftwareONE Customer Success Manager with French in Bucharest, Romania
Why SoftwareOne?
At SoftwareOne, we're not just about technology solutions; we're about people. We believe that diversity, equity, inclusion, and belonging are essential elements of our success. We strive to create an environment where every individual, regardless of their background or identity, feels valued, respected, and empowered to bring their authentic selves to work. Our commitment to diversity and inclusion fuels our innovation, drives our growth, and ensures that we can better serve our clients and communities worldwide.
The role
A Customer Success Manager (CSM) is a customer-facing role responsible for ensuring customers' success by helping them achieve their desired outcomes with the SoftwareOne services. CSMs build strong relationships with customers, understand their needs, and provide guidance and support. They also act as advocates for customers, addressing their concerns and needs to drive customer satisfaction and retention.
The Customer Success Manager holds the following responsibilities:
Proactively engages with customers to understand their needs and ensure they are achieving their desired business outcomes.
Collaborates with the Customer to establish measurable goals for the Services.
Ensures SoftwareOne service organization is aligned with Customer's strategic priorities and engaged with key business and technology decision-makers.
Delivers strategic advice and guidance to accelerate innovation and drive efficiency.
Services Strategy: Supports the Customer's business objectives by providing assistance with IT strategy and adoption and facilitating access to SoftwareOne subject matter experts.
Inclusions
Professional Services Coordination: acts as the primary contact for the Customer when arranging the scoping and delivery of professional services.
Serves as a point of contact for resolving issues, working closely with the Service Delivery Manager.
Provides training and support to the Customer to help them optimize the value of the SoftwareOne services.
Develops and drives customer success plans.
Service Reviews: in coordination with the Service Delivery Manager, conducts regular service reviews with the Customer on a frequency agreed upon with the Customer, typically monthly. Meetings will take place online, unless the parties mutually agree otherwise. On a half-yearly basis, Service Reviews will include a review of the Services Contract with specific attention to utilization of hours and credits, customer satisfaction, customer IT strategic plans, plans for the next contract period, and contract renewal.
What we need to see from you
Background in Technology Services;
Performed work within the relevant technology realm in a project or Professional Services delivery capacity previously;
Strong structural work methods, agility, and time management skills;
Excellent problem-solving and assertive consultative skills and good project management skills;
Demonstrating experience in business process analysis;
Experience in Service Delivery Management;
Strong communication skills to engage with senior customers, and a passion for working in a dynamic and demanding atmosphere;
Excellent communication skills with the ability to manage challenging conversations in a professional manner.
Fluency in French and English is a must.
Job Function
Software & Cloud Services
Accommodations
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 (https://www.softwareone.com/en-in/careers/softwareone-academy) .
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.