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Job Description
About Us
Software Improvement Group (SIG) is a forward-thinking global technology and consultancy organization dedicated to providing independent software quality assurance solutions. Our mission is to enhance the world by empowering developers and organizations to produce higher quality software. To achieve this, we are constantly refining and expanding Sigrid, our Software Intelligence Platform. We cater to a diverse range of client projects across various sectors, including public services, energy, telecommunications, and finance. With ambitious growth plans on the horizon, 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 portfolio of clients, 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 enhance customer satisfaction through the adoption of Sigrid, effective relationship management, and the expansion of our service portfolio. You will collaborate with the Market Team to address customer needs and ensure exceptional service delivery across all strategic accounts, which includes operational project management and regular client check-ins. Your guidance will be instrumental in promoting the adoption of the Sigrid platform among clients. You will cultivate and manage relationships at various organizational levels within client companies, in collaboration with other Market Team members. This position is based in Amsterdam, serving clients in the Benelux region.
Work Approach
In your capacity as a Senior Customer Success Manager, you will serve as the essential link between clients and SIG, facilitating successful long-term partnerships. Additionally, you will contribute to the development of other Customer Success Managers (CSMs) and the overall CSM role within SIG. You will craft compelling narratives to provide advice aligned with clients' business objectives, proactively initiating strategies to enhance long-term customer relationships and overall organizational improvement. You will offer clients new insights into how Sigrid can be utilized effectively within their operations. Your conduct will reflect the highest standards, serving as a role model for others. You will ensure that your domain knowledge remains current and that you are well-versed in the intricacies of your clients' businesses. Your responsibilities will typically include:
- Managing all customer processes, including onboarding, planning, training, and project management.
- Ensuring that the administration for your Market Team's entire project portfolio is complete, accurate, and up-to-date in FinancialForce, covering planning, budgeting, resource allocation, and invoicing.
- Guiding clients in enhancing their maturity in software quality assurance.
- Educating CSMs on best practices relevant to their roles.
- Identifying necessary skills and competencies for account delivery and growth.
- Actively training and mentoring other CSMs to enhance their client support and relationship management skills, both technically and interpersonally.
- Creating and facilitating a community for CSMs where knowledge sharing and collaborative learning are prioritized.
- Developing a forward-looking vision for the CSM function within SIG and building support for this vision.
- 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 development and facilitating regular career advancement discussions.
We seek individuals who are not merely looking for a job but are passionate about making a meaningful impact in the world through the enhancement of software quality. We have ambitious aspirations in transforming the landscape of quality software, and we hope you share our vision.
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.
- Exceptional interpersonal skills and a collaborative team player.
- Strong analytical skills, quick learning ability, and a problem-solving orientation.
- Opinionated, attentive listener, with a focus on understanding.
- Highly customer-centric with a service-oriented mindset, both internally and externally.
- Proactive, self-motivated, and driven.
- Excellent command of both Dutch and English, verbal and written (mandatory).
- Previous experience as a customer success manager is advantageous.
- Relevant IT management experience is a plus.
