Customer Success Manager

vor 1 Monat

Luzern, Luzern, Schweiz Red Bud Regional Hospital Vollzeit

About the Job

This role plays a critical part in our mission to make every customer a reference and a success. As a Customer Success Manager, you will be responsible for the day-to-day customer success activities, from initial onboarding to continued proactive engagement and driving retention.

The ideal candidate will operate as the customer's primary advocate within the organization, understanding their desired business outcomes and helping them maximize the value they get from their investment in our platform.

Primary Duties and Responsibilities

  • Partner with sales to complete a comprehensive sales transition process.
  • Operate as a business partner to your customer and their delivery team by knowing their strategy and plan.
  • Primary ownership and accountability 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).
  • Manage and execute the customer's onboarding process.
  • Develop strong working relationship with your customer and their delivery team.
  • Establish and execute cadence-based 'Business Review' meetings with your customer.
  • Identify and mitigate risks that threaten your customer's satisfaction, growth, or renewal.
  • Align with Customer Success leadership on regional metrics.
  • 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.

Customer Advocacy

  • Learn and understand what customers value in their partnership with OneStream.
  • Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
  • Champion your customer's requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME's, Product Mgmt. etc.).
  • When necessary, be the respectful challenger to set and manage your customer's expectations.

Qualities of a Successful Candidate

Required Education and Experience

  • 2+ years as a Customer Success Manager for a SaaS company.
  • 3+ years building and managing customer relationships.
  • 5+ years of professional experience.
  • Proven history of keeping customers focused on their desired business outcomes throughout their initiatives.
  • Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting.

Preferred Education and Experience

  • Customer Success Manager within a Corporate Performance Management (CPM) Software vendor.
  • Degree in Business, Accounting, Finance, or Information Technology / MIS.
  • Customer and account management experience.
  • Management consulting/technology consulting experience.
  • CPM experience (either as a CSM, a consultant or a corporate employee).
  • Prior experience with any of the following CPM systems is a plus:
  • 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.

Personal Attributes

  • Fluent German Speaker.
  • Strong English both written and oral.
  • A team player with a bias towards action.
  • Excellent interpersonal and communication skills.
  • Professional verbal and written communication skills.
  • Professional relationship building skills.
  • Strong ability to problem-solve in a collaborative environment.
  • Strong organizational and planning skills.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical, evaluative, and problem-solving abilities.
  • Exceptional customer service orientation.
  • Ability to operate in a demanding environment managing simultaneous priorities.
  • Legally authorized to work for any company in the country where this position is located without sponsorship.

Travel

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

Who We Are

OneStream is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.

OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit https://onestream.com.

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.

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