Customer Success Associate

SoftwareOne is a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. With an IP and technology-driven services portfolio, it enables companies to holistically develop and implement their commercial, technology and digital transformation strategies. This is achieved by modernizing applications and migrating critical workloads to public clouds, while simultaneously managing and optimizing the related software and cloud assets and licenses. SoftwareOne’s offerings are connected by PyraCloud, its proprietary digital platform, which provides customers with data-driven, actionable intelligence. With around 7,700 employees and sales and service delivery capabilities in 60 countries, SoftwareOne provides around 65,000 business customers with software and cloud solutions from over 7,500 publishers. SoftwareOne’s shares (SWON) are listed on SIX Swiss Exchange.

Role Overview:

Customer Success Associate

This position also requires good licence knowledge and ability to handle some unique situations. Seeks advice to shape decisions on complex issues.

Roles & Responsibilities:

• Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
• Supports the Account Managers in Sales by collaborating with them on the overall account health and growth.
• Acts as the single point of contact for account manager and customer, managing their day-by-day delivery and overseeing customer experience.
• Should have licensing knowledge.
• Works in conjunction with the back office during the quotation and order management process.
• Tracks customer adoption and growth.
• Focuses on resolution times and output instead of tasks performed for the customer.
• Establishes and maintains a QBR communicating with customers about their adoption trends, sentiment, and presenting opportunities for deeper or new engagements
• Understanding of pre-sales and post-sales activities.
• Participates in QBR meetings from an operational perspective.
• Identifies opportunities for customers to act as SoftwareONE advocates (e.g. testimonials, case studies)
• Develops knowledge of leading industry trends and SoftwareONE service offerings through on-going training and certification.
• Collaborates/coordinates New Customer Onboarding activities with the Back Office team.
• Core KPIs / Success metrics:
  • Customer Satisfaction (CSAT)
  • Customer Loyalty (NPS)
  • Customer churn rate
  • Renewal rate
  • Delivery SLA (quotes/orders)

• Bachelor Degree or equivalent experience
• Background in Technology Licencing or Services
• 2+ years in a Customer Success, Sales operations, Account Management or similar role
• Understands the processes of quote and order management, onboarding a client and after sales.
• Experienced in the area of IT Service Management or Service Delivery
• Experience working with enterprise customers
• Experience building and maintaining relationships
• Strong presentation, communication, organization, multitasking, project and time management skills.

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This is what makes us special as an employer:

• Global company culture:

  We defined our lived culture through 7 core values (https://www.softwareone.com/en/our-story/our-values)

• President’s Club:

  Exclusive recognition awarded by leadership and your peers.

• Hybrid work mode

• Customer-Centric Culture:

• Growth-Driven Career Path:

• Cross-Functional Collaboration:

• Tech & Innovation Exposure: