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Client Success Manager: Software Services - NC, AZ, MA, GA, NY, VA, IL

Company: Dimension Data
Location: Raleigh
Posted on: September 15, 2018

Job Description:

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference? If you join our growing global team, you'll be working for an industry leader with offices across five continents, in over 47 countries and more than employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies - who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You'll be part of a team who's passionate about making a difference to the way technology shapes how we live and work - whether it's protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things. You'll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we'll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities. Want to be part of our team?We are seeking 2 Client Success Managers - Software Services to achieve our strategic objectives. The overall responsibility of the Client Success Manager is to ensure that their clients realize value through successful business outcomes relative to software subscriptions and adoption strategies. The primary objective of this role is client satisfaction and retention. Client Success Managers are required to work in partnership with sales, service delivery management and software services to facilitate enterprise agreement account strategies, identify new growth areas for adoption and expansion and successfully facilitate contract renewals within the Adopt, Expand and Renew sales cycle. The role is directly accountable for driving partner program funded adoption services and expand revenue gross profit for their portfolio of clients. Their responsibility is to minimize client churn and successfully position upsell and cross-sell activities required to attain in-contract (expand) growth. The Client Success Manager will ensure that the client is adopting the relevant software applications within the Enterprise Agreements and will leverage BI analytics systems and tools to demonstrate progress towards achieving the goals of the client's software consumption business strategy. In addition, the Client Success Manager will proactively work with each business unit to develop and refine sales and operations plays that will concisely demonstrate the benefit and value of Software Lifecycle Management and Adoption Services.What you'll be doing

  • Leveraging tools and analytics to proactively introduce services where the client's business goals intersect with our solutions, to upsell and cross sell.
  • Working closely with the client managers, adoption specialists, technical services, consultants and service delivery managers to ensure consistent and effective client engagements, leveraging these resources as required
  • Constantly remaining abreast of Dimension Data's new service offerings and wider service portfolio
  • Proactively coordinating and conducting regular client business review meetings with to review performance, client satisfaction and manage feedback
  • Driving adoption of software and relevant applications within assigned account(s) to ensure that customers achieve their planned objectives and outcomes
  • Operating as a key account team member to support the sales account plan
  • Collaborating with key teams to develop consistent customer success plans and then orchestrate the customer success adoption plan, leading to an exceptional customer experience
  • Ensuring KPI's (lagging metrics of success) meet objectives, ie, increased application/software adoption etc.
  • Ensuring integration and application of automation and analytics for continued process improvements
  • Serving as the main aggregation point for all partner and Dimension Data client success teams to ensure consistent messaging of software value based on jointly defined desired outcomes and value realization indicators
  • Serving as the lead spokesperson and ambassador for client success and adoption within the assigned client(s).
  • Serving as the lead spokesperson and ambassador for client success and adoption within the assigned client(s).
  • Proactively work with each BU to develop sales and operations plays that will concisely demonstrate the value of Software Lifecycle Management and Adoption services. What would make you a good fit for this role? Education Bachelor's Degree Required Work Experience Required
    • Minimum of 5 years of experience in client-facing roles with a proven track record of leadership relationships
    • Minimum of 3 years of experience with subscription and software offers and or client success experience
    • Experience integrating data and analytics into workflows and engagement processes.
    • Experience in successfully leading cross-functional teams Skills and Core Competencies
      • Knowledge of solutions capabilities and how the solution is designed to be integrated into the client environment (Collaboration, Digital Networks, Security)
      • Interpersonal skills with the ability to develop and maintain stakeholder relationships.
      • Excellent communication skills (verbal and written) coupled with good questioning skills.
      • Sound client engagement skills and the ability to recognize opportunities for future business within an account.
      • Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
      • Strategic thinker; self-driven to develop/implement adoption strategies by leveraging teams and resources across partners and clients
      • Business Acumen
      • Understanding of and interest in relevant technologies and client use cases/outcomes
      • Excellent communication and presentation skills
      • Proven ability to execute, by measuring both quantitative and qualitative results
          Join our growing global team and accelerate your career with Dimension Data. Apply today. Diversity in Dimension Data Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

          Keywords: Dimension Data, Raleigh , Client Success Manager: Software Services - NC, AZ, MA, GA, NY, VA, IL, Executive , Raleigh, North Carolina

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