Customer Success Manager

7 months ago

Copenhagen, Denmark Software Improvement Group Full time

Job description


Who we are

SIG is an ambitious global technology and consultancy firm delivering independent software quality assurance solutions. We believe we can make the world a better place by helping developers and organizations create qualitatively better software. To accomplish this, we are continuously improving and expanding Sigrid, our Software Intelligence Platform. We serve our clients projects based in all sorts of domains, like the public sector, energy, telecom, and the financial sector. We have serious growth ambitions for the coming years, and we are looking for people who want to help us realize this.

Where you come in

The Market Team is a newly developed team responsible for delivering the correct execution of the contract, servicing a portfolio of customers and extending the portfolio. As a Customer Success Manager, you keep the client-centric overview of all activities around a specific customer in the Market Team. Responsible for customer satisfaction, through Sigrid adoption, relationship management, and broadening the portfolio of our services within the customer. You support the customers' needs with the Market Team you are a part of. You ensure excellent delivery at all strategic accounts ranging from operational project management to regularly checking in with clients. You are actively guiding the customer to increase the adoption of the Sigrid platform. You actively develop and manage relations at different business levels in the client organization in consultation with the other Market Team members. You’ll be part of our Copenhagen -based team servicing clients in the Nordic.

How we work

As a Customer Success Manager, you are the crucial linking pin between the client and SIG ensuring a successful long-term engagement. Next to this you help to develop other CSMs and the role of CSM in SIG. You will develop strong narratives to deliver advice in line with customers' business goals, by proactively developing initiatives to improve long-term customer intimacy and general organizational improvement. You can show customers new insights into the usage of Sigrid in their business. With everything you do, you will act as a role model. You ensure your domain knowledge is up-to-date and you know the ins and outs of your customers. Typically, your work will consist of:

You manage all (operational) customer processes: onboarding, planning, training, and more including project management Make sure the administration for the entire project portfolio of your Market Team is complete, accurate and up to date in FinancialForce: planning, budget, resourcing, installments, etc. Guide clients in building their maturity in software quality assurance Educate CSMs on best practices relevant to the job Identify skills and competencies needed for account delivery and expansion You actively train and help develop other CSMs to improve their support and client relationship management skill set from both the technical point of view as well as soft skills Create and facilitate a CMS community were sharing knowledge and learning from one another are key Develop a vision on CMS moving forward in SIG and create a support base for this Ensure SIG’s security policies and procedures are adhered to

What's in it for you?

You will receive an intensive onboarding program on SIG’s proprietary toolset and methodologies. We will help you achieve your goals through continuous professional development and regular career progression sessions.

We are not interested in people who are looking for a job We are interested in people who are looking to change the world and believe this can be done through improving software quality In reversing the world of quality software, we have big dreams, and we expect you to have the same 

Requirements

Job Requirements

Master’s degree, preferably on the edge between Business and IT, like Business Information Technology or Business Information Management 2+ years of relevant work experience in IT Expected to be technically savvy, flexible, and creative Ability to spot commercial opportunities Excellent interpersonal skills and a motivated team player Analytical, ability to learn quickly and geared to problem solving Opinionated, strong listener, seeking to understand first Very customer focused through a service mentality, both internally and externally Proactive attitude, self-starting and self-motivated Excellent command of the Danish & English language, verbal & written (Must have) Previous experience as a customer success manager is a plus Relevant IT management experience is a bonus

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