As one of the world’s leading “service centric” Cloud ERP vendors our customers base with SaaS solutions operating on Microsoft Azure is growing exponentially. To ensure our customer are satisfied with the services they receive and to improve upon areas of dissatisfaction we are expanding our Customer Success Global team.
We are looking for a Customer Success Manager at our office in Lisbon to drive customer satisfaction and loyalty through a strong relationship. As a Customer Operations Manager you leverage business outcomes by realizing value on the fundamental reasons the customer purchased our solutions. You help customers discover new features and enable them to become long-term users.
What will you do
Streamline the interaction between the customer and Unit4 aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter
Be the Voice of the customer (VoC) or Partner (VoP), encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives
Deliver added value services to leverage product value, product usage expansion and generater of use cases
Identify and drive new sales opportunities (up/cross sell) in cooperation with your colleague of Account Management
Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues
Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviors data insights
Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer
Be able to develop and provide (annual or quarterly) business reviews with C-level executives, practitioners, and other management with your customers
Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead into decisions
We are looking for
Passion to build strong customer satisfaction
Takes high degree of ownership over their work
Clear communicator with professional presence with empathy and enthusiasm
Ability to lead through influence and trust
Experience in a similar customer centric role generating cloud software customer value with quick time to value
Technically literate and familiar with customer engagement technologies, best practices and trends
A Bachelors or Master degree in a relevant field
Excellent communication and relationship management skills and fluent in English (verbal and written)
A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transforms work and how people feel about it, so our customers and their people can thrive.