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 firm dedicated to providing independent software quality assurance solutions. Our mission is to enhance the world by assisting developers and organizations in creating 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 on the horizon, we seek individuals eager to contribute to our vision.

Your Role

The Market Team is a newly established unit tasked with ensuring the effective execution of contracts, managing a portfolio of clients, and expanding our service offerings. 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 portfolio within the client organization. You will collaborate with the Market Team to address customer needs and guarantee exceptional service delivery across strategic accounts, ranging from operational project management to regular client check-ins. You will actively guide customers to enhance their utilization of the Sigrid platform and foster relationships at various business levels within the client organization, in coordination with other Market Team members. Your role will be based in our Amsterdam office, serving clients across the Benelux region.

Our Working Approach

As a Senior Customer Success Manager, you will serve as a vital link between the client and SIG, ensuring a successful long-term partnership. Additionally, you will play a key role in mentoring other Customer Success Managers and shaping the CSM role within SIG. You will craft compelling narratives to provide advice aligned with customers' business objectives by proactively initiating strategies to enhance long-term customer relationships and overall organizational effectiveness. You will present clients with new insights into how Sigrid can be leveraged within their operations. Your conduct will reflect the highest standards, and you will ensure your domain knowledge remains current, fully understanding your customers' needs. Your responsibilities will typically include:

  • Managing all customer processes, including onboarding, planning, training, and project management.
  • Ensuring the administration for your Market Team's entire project portfolio is complete, accurate, and up-to-date in FinancialForce, covering planning, budgeting, resourcing, and installments.
  • Guiding clients in enhancing their maturity in software quality assurance.
  • Educating fellow CSMs on best practices relevant to the role.
  • Identifying necessary skills and competencies for account delivery and expansion.
  • Actively training and developing other CSMs to enhance their support and client relationship management skills, both technically and in terms of soft skills.
  • 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 adherence to 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 progression discussions.

We seek individuals who aspire to make a difference in the world through the enhancement of software quality. Our ambition is significant, and we expect you to share in this vision.

Requirements

Job 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.
  • A strong technical aptitude, flexibility, and creativity.
  • The ability to identify commercial opportunities.
  • Excellent interpersonal skills and a collaborative team spirit.
  • Strong analytical skills, quick learning ability, and a problem-solving orientation.
  • A strong opinion, excellent listening skills, and a focus on understanding first.
  • A customer-centric approach with a service-oriented mindset, both internally and externally.
  • A proactive, self-starting, and self-motivated attitude.
  • Proficiency in both Dutch and English, verbal and written (mandatory).
  • Previous experience as a Customer Success Manager is advantageous.
  • Relevant IT management experience is a plus.

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