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Customer Success Manager

XPLUS S.A.

  • offer expired 6 months ago
  • contract of employment
  • full-time
  • manager / supervisor, team manager
  • hybrid work
  • remote recruitment

XPLUS S.A.

Puławska 435A

Ursynów

Warszawa

Your responsibilities

  • The Customer Success Manager role will enable our customers to realize business value from their investments and make our customers passionate advocates of XPLUS.

  • Understanding the Customer - Utilizes information on customer business, needs, and strategy to support customer success. Meets with and holds conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers [CxOs]) to develop deep understanding of the customer business, business outcomes, competition, and industry trends, challenging the customer as appropriate.

  • Business Value Communication - Identifies and articulates business value of solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or XPLUS best practices, leveraging knowledge of product capability and scenarios to support business outcomes.

  • Business Value Realization - Performs assessments and analyses to optimize XPLUS solutions against relevant business goals measured by business and adoption key performance indicators (KPIs), success measures, and customer expectations, as appropriate. Adapts customer success plans for anticipated tradeoffs as needed. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs.

  • Guiding Customer Strategy - Influences customer strategy and future growth for XPLUS by cultivating customer preference for XPLUS & Microsoft programs/solutions that drive impact for the customer and establishing XPLUS as a leader through new reference cases. Provides feedback to XPLUS on customer development needs. Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets.

  • Cross-Team Collaboration - Leads and inspires internal and customer teams across functions to support business outcomes and enable execution of customer success through XPLUS, and inform programmatic improvements. Identifies and integrates key stakeholders to support execution. Shares best practices and engages in global Customer Success Manager community.

  • Operational Excellence - Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers through leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIF], Consumption and Renewal Review).

  • Execution Excellence - Ensures execution and assessment of the delivery of services/programs that drive customer objectives, outcomes, success, and help realize customer digital transformation (e.g., facilitating workshops), engaging other resources as necessary. Proactively guides customers in solving business issues, engaging other resources as needed.

  • Change Management - Provides guidance to customer in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation.

  • Customer Advocacy - Acts as the voice of the customer by driving new feedback, blockers, insights, resources, etc., across communities and internal teams (e.g., product teams, programs, policies, Engineering) so they can be added and prioritized, leveraging relevant tools.

  • Community Involvement - Actively participates in and contributes to relevant internal and external communities. Identifies trends across customers and customer audiences and connects them to relevant communities and programs (e.g., user groups, success factories) to enable customers to use technology to be successful.

Our requirements

  • Bachelor's or Master’s Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management) OR equivalent experience.

  • Experience in driving CRM or ERP transformation with enterprises through effective change management and adoption would be highly preferred.

  • Proven ability to understand and map customer’s business processes and priorities to business applications product capabilities.

  • Strong interpersonal skills to establish Trusted Advisor relationships with customers.

  • Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers and IT decision makers.

  • Strong organizational/time management skills and ability to manage multiple projects simultaneously.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • video games at work

  • coffee / tea

XPLUS S.A.

XPLUS to nowoczesna i nietypowa firma wdrożeniowa pełna wyjątkowych ludzi. W pracy jesteśmy sumienni i wytrwali, znamy się na tym, co robimy, i dbamy, aby nasze doświadczenie i umiejętności przydawały się innym. Jak na specjalistów-pasjonatów przystało, sami nawet od dobrego wolimy lepsze, dlatego także naszym klientom pomagamy osiągać jak najlepsze wyniki, opracowując i udoskonalając nasze autorskie metody i narzędzia.

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