Customer Success Manager, Next Generation Software Solutions

Your responsibilities

• Service management and delivery – Project management and ongoing support (30%)

• Manage requirements gathering, set-up and configuration process of software, coordinating working across client, case teams, Practices, NGSS, and other internal groups where necessary

• Support consulting team and clients ad-hoc with technical issues related to software implementation, including at the client site when required

• Serve as first-line support for user queries and delegate/escalate issues to other support staff, software product owner or vendor as appropriate

• At scale, work with and manage first-line (helpdesk) resources to provide support for repeatable requests

• Use appropriate technical tools to write and use complex queries to extract data from the backend to meet client needs when required

• Service management and delivery – IP advisory and software selection (20%)

• Develop deep understanding of Bain’s Private Equity Group methodology relevant to the software

• Act as expert advisor to case teams and clients on software selection and software configuration options

• Supports case teams to assess feasibility of software given client’s technology infrastructure

• Service management and delivery – Case team and client training (20%)

• Lead training of new users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)

• Manage demo sites, materials and delivery to Bain and client stakeholders

• Own creation, curation and ongoing management of software training curriculum, including structure, delivery methodology, materials and other collateral (e.g. videos)

• Product operations (20%)

• Collect, aggregate, and synthesize user feedback to support Product Manager in developing and prioritizing software enhancements and roadmap

• Work closely with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication

• Support with organization of product and client workshops

• Support tracking of active and pipeline cases, and generates periodic reports on technology tool usage

• Monitor financial and usage profile of software

• Service improvement (5%)

• Own release management across different environment and customers

• Coordinate and perform user-acceptance testing for new releases and updates, including creation of release notes and update of help documentation and provision of on-going training

• Monitor software usage across deployments and anticipate any roadblocks for users

• Work with Product Manager and Product Owner to design and implement new services

• As the product scales, assist in the development of tooling, processes and documentation to improve support services

• Understand the data structure, coverage and quality gaps and how best to extract maximum value from it

• Software product awareness (5%)

• Prepares marketing videos and collateral for internal marketing as well as client proposals

• Provides new/pipeline case teams with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)

• Document case studies and develop best practices for use of software

Our requirements

Department Overview

Bain's Next-Generation Software Solutions (NGSS) team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get to better, faster insights and results.

The team manages software product development, ongoing support, customer success, technical services, and technical operations.

The Role

Customer Success Manager will support and advise case teams and clients on the deployment and ongoing usage of software supporting Bain’s Private Equity clients. The role will own the management of deployments for assigned clients, and act in an advisory capacity to case teams and clients on both software usage and related Private Equity Group methodologies. The Customer Success Manager will also ensure ongoing client success with the software by solving any client or user issues.