The role
- As a Service Success Manager, you will be required to provide 24x7 support to customers and their stakeholders from xDC India, especially for the customers based out of SEA, India, AU, & APAC, and also Support Operations and Business Units by collaborating with them. You must have excellent skills at developing relationships which will allow you to understand the objectives of the customer organization to align the appropriate SoftwareOne Solution and Services.
- We’re looking for a highly motivated individual whose ready work in a challenging environment, that inculcates the blend of business sentiment along with a role that evolves around technology foot-print largely (O365 & Azure). Looking for Onboarding Managers at an individual contributor role, ideally with 5-10 years relevant experience, ready to work in a 24X7 customer facing business function who possess a unique balance of technical depth and strong interpersonal skills.
- As part of the xDC India SSM Delivery Team, you will be accountable to deliver Onboarding Calls to APAC/SEA/India/AU customers within the delegated timelines, and will also be responsible for providing demonstrations over CMP, Metallic Portal and O365 Analytics. As a part of a dynamic team of skilled Onboarding experts, you’ll be expected to keep your skills and qualifications up to date through SoftwareOne’s generous training programs, while also enrolling into other technology domains like AWS/GCP/Security/Backup/UC/USMV. These skills will extend beyond Azure and O365 as we move the way forward.
- Being an Escalation Manager or Customer SPOC, you will need to liaison with a lot of business units internally and externally, perform pre-checks speak to the Customer SPOC’s/Representatives, & internally take up tickets with Support Group, MCOE, Market Place, Sales Teams and ensure that you help and collaborate in provisioning a solution to your customer during escalations, while internally coordinating with all relevant stake holders prior to escalation calls with the customers.
- You will provide escalation management for Critical and Major customer Incidents and Service Requests keeping your customer up-to-date on resolution progress. You will provide technical and systems management advisory services. Providing skills transfer and customer readiness through the remote delivery of workshops, training events, and so forth.
- At SoftwareOne you will have the chance to experience a broad range of technologies, working on Enterprise class tools across cutting edge platforms. You will conduct business reviews with your customer stakeholders providing insight on; SoftwareONE Service usage, Microsoft Azure, O365, AWS, UC, Back Up Simple Service usage and opportunities for spend optimization, new features or capabilities released within the technologies supported which could enable a goal within the customer business
- Also maintain a high Customer Satisfaction score, and ensure that all the steps are being followed and comments and being added over the internal repositories/Confluence Pages
- You’re also expected to update all the relevant documents, calls, MOM’s, discussion updates and business critical customer comments over the internal Review Tickets, SharePoint, Teams Channel and other internal repositories.
- You will equip yourself and maintain up to date working knowledge of the technologies supported by SoftwareOne Cloud Support. You will be responsible for Drive and accelerate spend adoption through advising customers on best practices for using SoftwareOne or Microsoft/AWS solutions. Exposure to Managed Infrastructure support with hand on knowledge of Patching, AV management, is desirable.
- You will relay market needs and requirements back to internal SoftwareOne xDC India Service teams for future Service and Solution development. You will understand the information available from other SoftwareOne Service teams to provide input to Account Business Plans to position SoftwareOne Services and Solutions.
- You will provide thoughtful resolutions to customers in highly complex projects/programs throughout the pre-sales and initial planning process (If required) You will try to get trained and possess a detailed understanding of the new Onboarding Process for Cloud Support customers. You will be considered an expert on Market Place and Internal Cloud platforms at the SoftwareOne
What we need to see from you
- 5- 8yrs Background IT/Services Organization with expereince into Technology Services (Azure, AWS, Security, O365, Back Up Simple, UC, USMV)
- Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously
- Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise
- Expert use of MS Office Suite and Microsoft Dynamics CRM
- Understands the implication of change though the implementation of technology to the business
- Strong structural work methods, multitasking and time management skills
- Excellent problem solving and assertive consultative skills
- Excellent project management skills
- Demonstrated experience in business process analysis
- Confident individual that’s highly motivated and results oriented
- Experience in Onboarding and Service Delivery Management
- Ability to converse with senior customer stakeholders
- Desire to work in fast-paced, challenging environment
- Excellent communications skills with the ability to manage challenging conversations in a professional manner
- Listening to customers, probing for business process pains and opportunities, in an effort to meet or exceed their expectations
- Methodical Approach
- Good presentation skills
- You have a passion for technology and see cloud technologies as a challenge
- Active listener and effective communicator
- Ability to prioritize and demonstrate relentless discipline in achieving goals
- Proven ability to influence others and lead customer engagements
- Strong ownership, bias for action and willingness to role-up your sleeves
Job Function
Software & Cloud Services
Accommodations
SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.
Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.