• Customer Success Manager

    Job Locations SG-Singapore
    Posted Date 1 month ago(12/23/2018 8:57 PM)
    # of Openings
  • Overview

    The Customer Success Manager is a CCOE position responsible for achieving sales and revenue goals for an assigned area by developing, building, and strengthening long-term relationships with customers, software publishers, and partners. This role works closely with the Account Team Manager to oversee and mentor the Inside Sales (local in subsidiary and GSDC) and the Procurement Specialists (GSDC)


    • Assist Account Manager to develop an overall account plan to maximize opportunities and generate sales activity and gross profit attainment.
    • Oversee and coordinate end-to-end service delivery for strategic accounts by working with the Inside Sales (locally in subsidiary and/or GSDC) and the Procurement Specialists (GSDC).
    • Acts as key resource for leading industry volume license offerings.
    • Assist the Account Manager and other departments on an as-needed basis with day-to-day tasks and communication with the sales team.
    • Assist Insides Sales and Procurement Specialist with sales administration tasks as outlined by Account Team Manager.
    • Develop strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training with software publishers and SoftwareONE Service teams.
    • Engage in pre-sales activities and evaluate cross and up selling opportunities.
    • Act as a mentor to Inside Sales and Procurement Specialist team and to new hires in the training program. Provide feedback to Account Team Manager.
    • Support sales promotions and execution within team.
    • Participate in service improvement and development activities.
    • Prepare and lead QBR meetings from an operational perspective
    • Assist with completing software license contract renewals for tier 1 Publishers
    • Coordinate New Customer Onboarding activities.
    • Ensure accurate customer on boarding and visualization of customer data in PyraCloud.
    • Act as a point of contact if local support is required for a customer and answer country specific questions
    • Achieve quality benchmarks, including minimum number of credit memos/churns.
    • Present publisher portals to customers (VLSC, MPSA, etc.)
    • Ensure customers are consuming all services they purchased.
    • Ability to gather internal information by generating relevant customer reports, to analyze data and to support opportunity developments.
    • Involved in Managed Service engagements related to Software Procurement.


    • Minimum of 2 years in Inside Sales role is required
    • Highly motivated and results oriented; entrepreneurial spirit.
    • Strong presentation, communication, organization, multitasking, and time management skills.
    • Solid problem solving and consultative skills required.
    • Experience with MS Office (Outlook, Excel, Word, PowerPoint).


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