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Customer Success Manager

hace 2 meses

Madrid Centro, Madrid, España Red Bud Regional Hospital A tiempo completo
About the Job

At Red Bud Regional Hospital, we are committed to delivering exceptional patient care and experiences. As a Customer Success Manager, you will play a critical role in ensuring our customers achieve their desired business outcomes and become lifelong advocates for our organization.

Key Responsibilities
  • Manage a portfolio of customers, partnering with sales to complete a comprehensive sales transition process.
  • Operate as a business partner to your customer and their delivery team, understanding their strategy and plan.
  • Primary ownership and accountability for driving customer adoption, expansion, satisfaction, and renewal.
  • Understand customer contractual agreements, including OneStream Cloud/SaaS, term, and delivery team agreements.
  • Manage and execute the customer onboarding process, developing strong working relationships with customers and their delivery teams.
  • Establish and execute cadence-based Business Review meetings with customers, identifying and mitigating risks that threaten customer satisfaction, growth, or renewal.
  • Align with Customer Success leadership on regional metrics, developing and growing knowledge of OneStream's Platform and MarketPlace Solutions.
  • Promote awareness of Regional OneStream Communities and customer educational events, keeping management informed of progress and obstacles.
Customer Advocacy
  • Learn and understand what customers value in their partnership with Red Bud Regional Hospital.
  • Actively listen to customers, helping them understand how to get the most value from their investment in our organization.
  • Champion customer requests, collaborating with the customer, delivery team, and various departments to ensure successful outcomes.
  • Set and manage customer expectations, being a respectful challenger when necessary.
Qualities of a Successful Candidate
  • Customer Success Manager experience within a SaaS company.
  • 5+ years of professional experience, with 3+ years building and managing customer relationships.
  • Proven history of keeping customers focused on their desired business outcomes.
  • Conceptual understanding of finance processes, including Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.
  • Fluent in English and Spanish or Italian.
Preferred Qualifications
  • Corporate Performance Management (CPM) experience, preferably as a Customer Success Manager, Account Manager, Consultant, or Pre-Sales.
  • Customer and account management experience, management consulting/technology consulting experience, and a degree in Business, Accounting, Finance, or Information Technology/MIS.
  • Gainsight experience, Outcome Management experience, and prior experience with CPM systems, such as OneStream, Oracle's EPM suite, Anaplan, SAP Outlooksoft BPC, or IBM Cognos.
Travel Requirements

Must be willing and able to travel up to 50% (travel requirements will vary by customer).

Personal Attributes
  • Loves to be in front of customers all day and every day.
  • Can connect the dots, distilling customer needs and translating into actionable outcomes.
  • Has a 'consider it done' attitude, being resourceful and independent.
  • Outcome-oriented and able to navigate strategic, tactical, and operational conversations with all stakeholders.
  • Excellent interpersonal and communication skills, with empathy, navigating challenging conversations, and building and nurturing networks.
  • Strong organizational and planning skills, highly self-motivated and directed.
  • Proven analytical, evaluative, and problem-solving abilities, able to operate in a demanding and fast-paced environment managing simultaneous priorities.