Senior Manager Customer Success Management

We are seeking a highly skilled SW Customer Succes Manager who will be accountable for ensuring the success and satisfaction of our Retail customers by understanding the customers business models, success strategy and operational needs. Ensures building strong relationships, identifying synergies and opportunities for growth and profit, proactively addressing any concerns or challenges they may face to ensure customers are getting the most value from our solution.

Works with the Account Management to jointly grow the business while maximizing gross profit and gross margin. Acts as a key member of the Account team and is the primary point of contact for our Software customers, developing long-term relationships and trust with key stakeholders and transform those relationships into significant mutual value creation, such as account growth and increase of value-in-use.

Supervises and coordinates complex SW project implementations as well as high-scale deployment processes and operations of SaaS solutions.  

• Responsible for Customer Success Management for customers in more complex large accounts.

• Primary point of contact for SW customers.

• Develops long-term relationships and trust with key stakeholders and transforms those relationships into significant mutual value creation using customer success plans.

• Provide guidance and support to help customers resolve issues or overcome challenges.

• Ensures financial health of the account from a SW perspective.

• Is viewed by customers as Trusted advisor on Strategic topics and acts as consultant, involving experts when needed.

• Communicates proactively with existing customers to ensure they understand our innovations of our Software portfolio and the added value.

• Identify and actively manage upsell and cross-sell opportunities.

• Supervises complex SW projects ensuring customer satisfaction, financial stability and on time deliveries

In specific cases also acts as (interim) Project Manager

• Supervises deployment and operations processes helping to translate the customer requirements and requests into concrete tasks part of continuous improvement process

Required Skills & Experience:

• Knowledge of economic, financial, market, and industry trends to understand and improve individual, work group and/or organizational results. Demonstrates an understanding of major business functions, industry trends and own organization’s position to contribute to effective business strategies and/or tactics. Has experience in customer success, account management, or related field, in the Retail or Fuel domain and a strong understanding of SaaS and/or software products and services.
• Demonstrates excellent communication, relationship-building, and creative problem-solving skills along with strong interpersonal skills, assertive with the ability to interact with technical and non-technical groups.
• Combines knowledge of business process improvement tools and techniques with the ability to understand, monitor, update or enhance existing business or work processes. Understands work process flow and intra- and cross-team interdependencies. Identifies, monitors, evaluates and recommends solutions to process bottlenecks. Documents types of process decisions and the potential impact of each decision. Develops cost-benefit analyses of recommended process changes.
• Demonstrates the knowledge and ability to use the proper processes and practices for managing and administering contractual agreements. Implements and/or follows organizational protocols and procedures for contracts management. Ensures data, files and other relevant information about vendors, customers or contracts are created, stored and managed as required. Reviews contracts to guarantee compliance with contract specifications and regulations. Makes sure issues are identified, documented, reported and addressed.
• Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others. Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues. Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestions.
• Utilizes financial data to diagnose business strengths and weaknesses and identify the implications or impact of potential strategies. Keeps a financial perspective in the forefront when making business and operational decisions. Recognizes and assesses key indicators of financial health, such as, liquidity, profitability and productivity. Organizes, analyzes and draws insights from financial data, identifying and articulating trends and implications for the business at the team and broader organization level. Identifies and investigates gaps in financial information.

Preferred Qualifications

• Experience in managing large-scale Software Delivery Projects based on SaaS platform

• At least 8 years in Customer facing management roles

• Able to communicate with customers at C level

• Experience supporting enterprise international customers

• Fluency with ITIL-based service management practices.