As a Customer Success Manager, you will provide 24x7 support to customer stakeholders across, CxO, Operations and Business Units.
You will 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 conduct business reviews with your customer stakeholders providing insight on; SoftwareONE Service usage, Microsoft / AWS Service usage and opportunities for spend optimization, new features or capabilities released within the technologies supported which could enable a goal within the customer business
You will provide escalation management for Critical and Major customer Incidents and Service Requests keeping your customer up-to-date on resolution progress
You will complete Root Cause Analysis of Critical and Major Incidents raised by customer to optimize experience for customer, SoftwareONE or partners.
You will provide technical and systems management advisory services. Providing skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.
You will equip yourself and maintain up to date working knowledge of the technologies supported by SoftwareONE Cloud Support.
You will be responsible for Drive and accelerate spend adoption through advising customers on best practices for using SoftwareONE or Microsoft / AWS solutions.
Exposure to Managed Infrastructure support with hand on knowledge of SolarWinds, Patching, AV management, is desirable
You will relay market 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 teams 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 onboarding process for Cloud Support customers
You will be considered an expert on PyraCloud, the SoftwareONE Cloud management platform
What we need to see from you
B.E / B,TECH / P.G / Any Grauduate
Relevant experience of 3+ years in a service delivery / customer management role.
Experience in Managed Infrastructure delivery or Back up Delivery and implementation.
Confident individual that’s 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
Good presentation skills
You have a passion for technology and see cloud technologies as a challenge
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
Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
Expert use of MS Office Suite and Microsoft DynamicsCRM