Principal Customer Success Manager

Vor 7 Tagen

Luzern, Schweiz OneStream Software Vollzeit

OneStream’s mission statement "Every customer must be a reference and success” drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support.

Our goal is to develop strong partnerships with our customers and make them “lifelong OneStream customers.” Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into “lifelong OneStream customers.”

The Principal Customer Success Manager (Principal CSM) is at the center of our mission statement to make every customer a reference and success.

The Principal CSM will have three primary focuses:

  1. Managing a portfolio of complex customers within the region.
  2. Coaching and mentoring one or more CSMs within your region.
  3. Supporting and managing the operation metrics.

The Principal CSM will proactively engage with the region’s most complex customers (and their delivery teams) to support their adoption, expansion, and retention. You will establish yourself as a trusted advisor with the customer’s executive team by being an excellent listener and by sharing relevant examples of how other companies have approached similar CPM initiatives. You will partner with your customer and their delivery team to proactively address program issues and risks to minimize the impact to the program. As appropriate, you will bring the full breadth and depth of OneStream’s resources to help your customer be successful.

The Principal CSM will share lessons learned and provide mentorship and coaching to the Senior CSMs and CSMs in the region. In addition, the Principal CSM will work closely with the CS Region Director to proactively manage their region’s renewals and expansions opportunities. The Principal CSM will also work closely with other OneStream departments (Support, Cloud, Product Management, Partner Alliances, Services, etc.) to identify operational challenges within OneStream and then provide suggestions on how to improve the processes.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Partner with sales and your CSMs to complete a comprehensive sales transition process.
  • Operate as a seasoned business partner to your customer and their delivery team by knowing their strategy and plan.
  • Learn and understand the customers’ business (industry trends, business structure, strategic priorities and initiatives, their CPM roadmap, key stakeholders in business and IT).
  • Become a trusted advisor to the customer.
  • Responsible and accountable for driving your customer’s adoption, expansion, satisfaction, and renewal.
  • Understand customer’s OneStream contractual agreements (Cloud / SaaS, Term, etc).
  • Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing).
  • Ensure your regional CSMs execute the customer’s onboarding process.
  • Develop strong working relationship with your customer’s leadership team and their delivery team.
  • Execute cadence-based “Business Review” meetings with your customers.
  • Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal.
  • Align with Customer Success Leadership on regional metrics.
  • Support your Region CS Director in conducting monthly Region Health Check meetings with the regional sales team.
  • Proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS.
  • Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers.
  • Promote awareness of Regional OneStream Communities and customer educational events.
  • Keep management informed of progress and obstacles on your portfolio of customers.
  • Support Sales in the Customer Account Planning sessions.

Customer Advocacy

  • Learn and understand what your customer values in their partnership with OneStream now and in the future.
  • Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
  • Leverage the full breadth of your OneStream resources to help your customer be successful.
  • Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SMEs, Product Mgmt. etc).
  • When necessary, be the respectful challenger to set and manage customer expectations, ensuring customer retention creating a lifelong customer.

REQUIRED EDUCATION AND EXPERIENCE

  • 10+ years of professional experience.
  • 5+ years as a Customer Success Manager within Enterprise and/or SaaS vendor.
  • 5+ years building and managing customer relationships.
  • Customer and account management experience.
  • Proven history of keeping customers focused on their desired business outcomes throughout their initiatives.

PREFERRED EDUCATION AND EXPERIENCE

  • Fluent in both German and English.
  • Degree in Business, Accounting, Finance, or Information Technology/MIS.
  • Management Consulting/Technology Consulting experience.
  • Experience working with the following finance processes: Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.
  • Prior experience with any of the following CPM systems: OneStream, Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), Anaplan, SAP Outlooksoft BPC, SAP BOFC (Cartesis), IBM Cognos, or other CPM solutions.

TRAVEL

  • Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).

PERSONAL ATTRIBUTES

  • A team player with a bias towards action.
  • Excellent interpersonal and communication skills.
  • Exceptional customer service orientation.
  • Professional verbal and written communication skills.
  • Professional relationship building skills.
  • Excellent ability to problem-solve in a collaborative environment.
  • Excellent executive presence (ability to interact with customer executives – Directors, VPs and potentially C-suite).
  • Strong organizational and planning skills.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Comfortable working in high-stress situations.

WHO WE ARE

OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy.

WHY JOIN THE ONESTREAM TEAM

  • Transparency around corporate structure, salary, and benefits.
  • Core value of customer success.
  • Variety of project work (not industry specific).
  • Strong culture and camaraderie.
  • Multiple training opportunities.

OneStream is an Equal Opportunity Employer. All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

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