Hiring in Chicago & other major markets!

The role - As a Service Success Manager (SSM), you will provide support to customer stakeholders across CxO, Operations, and Business Units in order to ensure exceptional delivery of business outcomes and customer experience. Your efforts should result in customer retention and new leads/opportunities. You must 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.

https://careers.softwareone.com/en/jobs/11552?lang=en-us

· You will have the primary 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 managed service Business As Usual [BAU] phase

· You will be involved in efficient resource assignment from different service locations (local/global) to deliver the agreed service to the customer

· You will manage the processes and interfaces between the customer and SoftwareONE which has been designed and implemented during the onboarding

· 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; review meetings may also be onsite at the customer site or remotely, depending on the agreement with the customer.

· You will provide escalation support for managed service related escalations 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 executing 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 best practices 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
• 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 delivery process for SoftwareONE Managed Services customers
• Up to 25% travel may be required for this role
• https://careers.softwareone.com/en/jobs/11552?lang=en-us