Associate Customer Success Manager

Role Overview

Roles & Responsibilities

• Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
• Supports the Account Managers in Sales by collaborating with them on the overall account health and growth
• Acts as the single point of contact for account manager and customer, supporting their day-by-day delivery and overseeing customer experience
• Coordinates with the relevant Licensing Specialists to provide licence knowledge and support during the sales process.
• Works in conjunction with the back office during the quotation, order and billing process.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Supports Sales and Services in identifying up-sell / cross-sell and renewal opportunities.
• Supports the customer satisfaction in conjunction with the account manager over the total contract duration by understanding their business needs, managing customer expectations and helping Sales succeed.
• Enables customers to self-serve where applicable.
• Focuses on resolution times and output instead of tasks performed for the customer.
• Supports QBR meetings from an operational perspective.
• Showcases a basic understanding of GTM Offerings. Is able to provide basic alignment between customer desired state/ challenge to SoftwareOne Solutions.
• Collaborates/coordinates New Customer Onboarding activities with the Back Office team.
• Responsible for completing and co-ordinating where applicable New Customer Onboarding activities.
• Bachelor Degree or equivalent experience
• Background in Operational Licencing or Services
• 0 to 2+ years in a Customer Success, Sales Operations, Inside Sales or similar role
• Understands the processes of quote and order management, onboarding a client and after sales.
• Experienced in Working in a Matrix Organization
• Experience working with customers
• Experience building and maintaining relationships
• Good presentation, communication, organization, multitasking, project and time management skills.
• Problem solving and consultative skills required.
• Fluent English, combined with fluent local language