Service Success Manager at Softwareone

Why SoftwareONE?
For over 30 years SoftwareONE has been the foundation for organizations around the world for their technology solutions. With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from all our current employees and look for in our future colleagues. The global nature of our organization allows us to adapt and commit to these values unique to the culture and business needs of each location.
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.
  • 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


What we need to see from you
  • Confident individual who is 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
    • Methodical Approach
    • Excellent presentation skills
    • You have a passion for technology and framing solutions for clients
    • 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
    • ITIL Foundation and /or Prince II (Foundation) certifications, desirable
    • Detailed understanding of SoftwareONE organizational structure, delivery

    requirements and services provided within practice domain of expertise
    • Expert use of MS Office Suite and Microsoft Dynamics CRM
    • You will be expected to gain working knowledge on PyraCloud functionality

  • Proven track record in Service delivery or in support of delivery of Software Lifecycle Managed Services
  • Proven track record in Service delivery or in support of delivery of Managed Procurement Services
  • Proven experience in SLM concepts, disciplines, and methodologies
  • Understands the implication of change though the implementation of SLM
    technologies to the business
    • Strong structural work methods, multitasking and time management skills

  • Exceptional critical thinking skills (i.e., running the engagement as if it were your business)
  • Strong financial project management acumen
  • Excellent problem solving and assertive consultative skills
    • Demonstrated experience in business process analysis
    • Excellent project management skills

  • Working knowledge of Flexera and SNOW solutions
  • Proven track record in Service delivery or in support of Technology Services or with relevant exposure within the following technologies – Office 365, Azure, AWS, Commvault, Managed Infrastructure, Unified communications
    • Performed work within the relevant technology realm in a project or Managed

    Service delivery capacity previously
    • Understands the implication of change through the implementation of

    technology to the business
  • Exceptional critical thinking skills (i.e., running the engagement as if it were your business)
  • Strong structural work methods, multitasking and time management skills
  • Strong financial project management acumen
  • Excellent problem solving and assertive consultative skills
    • Demonstrated experience in business process analysis
    • Excellent project management skills


#LI-Remote
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 levels of Discipline but are able to work at Speed manage change in a global economy.
“SoftwareONE is an equal opportunity employer. With employee satisfaction as one of our core values, we are passionate about diversity and are committed to creating an inclusive environment for all of our employees. We want every employee to have the greatest experience of their career.”
Job Function
Cloud & Software Services

Remember to mention that you found this position on Tyba