Enterprise Business Partner and Growth Strategist

Vor 6 Tagen

Luzern, Luzern, Schweiz OneStream Software Vollzeit

At OneStream Software, we are dedicated to empowering Finance teams to drive business strategy and execution.

The Principal Customer Success Manager plays a pivotal role in this mission, serving as a trusted advisor to our clients and driving their adoption, expansion, satisfaction, and renewal.

This critical position requires exceptional customer service orientation, strong organizational and planning skills, and the ability to problem-solve in a collaborative environment.

About the Job:

We are seeking an experienced Customer Success Manager with a proven track record of keeping customers focused on their desired business outcomes throughout their initiatives.

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.

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