Lead Customer Success Strategist

5 dagen geleden

Amsterdam, Noord-Holland, Nederland Software Improvement Group Voltijd

Job Overview

About Us

Software Improvement Group (SIG) is a forward-thinking global technology and consultancy organization specializing in independent software quality assurance solutions. Our mission is to enhance the world by empowering developers and organizations to produce superior software. To achieve this, we are perpetually refining and expanding Sigrid, our Software Intelligence Platform. We cater to a diverse range of sectors, including public services, energy, telecommunications, and finance. With ambitious growth plans for the future, we seek individuals eager to contribute to our vision.

Your Role

As a Senior Customer Success Manager, you will play a pivotal role within the newly established Market Team, which is tasked with ensuring the effective execution of contracts, managing a customer portfolio, and expanding our service offerings. You will maintain a client-focused perspective on all activities related to specific customers within the Market Team. Your primary responsibility will be to ensure customer satisfaction through the adoption of Sigrid, relationship management, and the enhancement of our service portfolio. You will collaborate with the Market Team to address customer needs and guarantee exceptional service delivery across strategic accounts, which includes operational project management and regular client check-ins. Your proactive guidance will be essential in driving customer adoption of the Sigrid platform. You will also foster and manage relationships at various organizational levels within the client’s business, in coordination with other Market Team members.

Work Methodology

In your capacity as a Senior Customer Success Manager, you will serve as the essential link between the client and SIG, ensuring a successful long-term partnership. Additionally, you will contribute to the development of other Customer Success Managers and the overall role of CSM within SIG. You will craft compelling narratives to provide advice aligned with customers' business objectives, proactively initiating strategies to enhance long-term customer engagement and overall organizational effectiveness. You will offer clients fresh insights into how Sigrid can be utilized within their operations. Your actions will exemplify best practices, and you will ensure your expertise remains current, fully understanding your customers' needs. Your responsibilities will typically include:

  • Managing all operational customer processes: onboarding, planning, training, and project management.
  • Ensuring the accuracy and completeness of the project portfolio administration for your Market Team in FinancialForce, including planning, budgeting, resource allocation, and invoicing.
  • Guiding clients in enhancing their maturity in software quality assurance.
  • Educating fellow CSMs on relevant best practices.
  • Identifying necessary skills and competencies for account delivery and growth.
  • Actively training and mentoring other CSMs to enhance their support and client relationship management capabilities, focusing on both technical and interpersonal skills.
  • Creating and facilitating a community for CSMs where knowledge sharing and collaborative learning are prioritized.
  • Developing a forward-looking vision for CSM at SIG and building support for this initiative.
  • Ensuring compliance with SIG's security policies and procedures.

Benefits

You will undergo a comprehensive onboarding program focused on SIG's proprietary tools and methodologies. We are committed to supporting your professional growth through ongoing development opportunities and regular career advancement discussions.

Qualifications

Required Qualifications

  • A Master's degree, ideally at the intersection of Business and IT, such as Business Information Technology or Business Information Management.
  • Over 8 years of relevant experience in the IT sector.
  • A strong technical aptitude, with flexibility and creativity.
  • Ability to identify commercial opportunities.
  • Excellent interpersonal skills and a collaborative team player.
  • Strong analytical skills, quick learner, and adept at problem-solving.
  • Opinionated yet a strong listener, prioritizing understanding.
  • Highly customer-focused with a service-oriented mindset, both internally and externally.
  • Proactive, self-starting, and self-motivated.
  • Proficient in both Dutch and English, with strong verbal and written communication skills (mandatory).
  • Previous experience in a customer success management role is advantageous.
  • Relevant IT management experience is a plus.

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