Lead Customer Success Strategist

5 dagen geleden

Amsterdam, Noord-Holland, Nederland Software Improvement Group Voltijd

Job Description

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 constantly 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 who are eager to contribute to our vision.

Your Role

The Market Team is a newly established group dedicated to ensuring the effective execution of contracts, managing a portfolio of clients, and expanding that portfolio. As a Senior Customer Success Manager, you will maintain a client-focused perspective on all activities related to a specific customer within the Market Team. You will be accountable for ensuring customer satisfaction through the adoption of Sigrid, managing relationships, and broadening our service offerings within the client base. You will collaborate with the Market Team to address customer needs and guarantee exceptional service delivery across strategic accounts, which includes overseeing operational project management and maintaining regular communication with clients. You will actively guide customers to enhance their utilization of the Sigrid platform and foster relationships at various levels within the client organization in conjunction with other Market Team members. This position is part of our team based in Amsterdam, serving clients in the Benelux region.

Our Approach

As a Senior Customer Success Manager, you serve as a vital link between the client and SIG, ensuring a successful and enduring partnership. Additionally, you will play a role in mentoring other Customer Success Managers and shaping the CSM function within SIG. You will craft compelling narratives to provide advice aligned with customers' business objectives by proactively initiating strategies to enhance long-term customer engagement and overall organizational improvement. You will present clients with new insights into how Sigrid can be leveraged in their operations. In all your endeavors, you will exemplify best practices and maintain up-to-date knowledge of your domain and customer specifics. Your responsibilities will typically include:

  • Managing all operational customer processes: onboarding, planning, training, and project management.
  • Ensuring that the administration for your Market Team's entire project portfolio is complete, accurate, and current in FinancialForce: planning, budgeting, resource allocation, and invoicing.
  • Assisting clients in advancing their maturity in software quality assurance.
  • Educating fellow CSMs on best practices pertinent to the role.
  • Identifying necessary skills and competencies for account delivery and growth.
  • Actively training and mentoring other CSMs to enhance their support and client relationship management skills, both technically and interpersonally.
  • Creating and facilitating a CSM community focused on knowledge sharing and mutual learning.
  • Developing a forward-looking vision for CSM at SIG and building support for this initiative.
  • Ensuring compliance with SIG's security policies and procedures.

What We Offer

You will undergo a comprehensive onboarding program covering SIG's proprietary tools and methodologies. We are committed to helping you achieve your professional goals through ongoing development and regular career advancement discussions.

Qualifications

Essential Requirements

  • 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.
  • Expected to be technically proficient, adaptable, and innovative.
  • Ability to identify commercial opportunities.
  • Excellent interpersonal skills and a collaborative team player.
  • Strong analytical skills, quick learner, and problem-solving orientation.
  • Opinionated, attentive listener, focused on understanding first.
  • Highly customer-centric 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 as a Customer Success Manager is advantageous.
  • Relevant IT management experience is a plus.

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