Job Function: Global Service Delivery Centre Operations Why SoftwareONE?
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The role:
- As a Service Success Manager, you will provide support to customer stakeholders across, CxO, Operations and Business Units, in order to make sure we deliver business outcomes with the best customer and delivery experience resulting in customer retention and new leads/opportunities.
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 be responsible for the seamless transition of service delivery from onboarding to managed service Business As Usual (BAU) phase
- 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.
- You will provide escalation management 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 onboarding process for SoftwareONE Managed Services customers.
What we need to see from you:
- Relevant experience of 4+ years in a service delivery/ customer management role.
- Proven track record in Service delivery or in support of Background within Technology Services or with relevant exposure within one or multiple technologies - O365, Azure, AWS, Commvault, Managed Infra, Unified communication etc.
- Proven track record in Service delivery or in support of delivery of Software Lifecycle Managed Services or Software Procurement
- 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
- Strong structural work methods, multitasking and time management skills
- Excellent problem solving and assertive consultative skills
- Demonstrated experience in business process analysis
- 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
- Methodical Approach
- 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 Microsof