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Customer Success Manager
hace 2 meses
ABOUT THE JOB
"Every customer must be a reference, one success at a time” This is our mission statement and drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support. Our goal is to develop strong partnerships with our customers and make them “lifelong OneStream customers.” Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into “lifelong OneStream customers.”
The Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within OneStream. Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in OneStream.
The Customer Success Manager will be managing a set of customers located in Spain, Italy and Portugal.
PRIMARY DUTIES AND RESPONSIBILITIES
Managing your portfolio of customers:
Partner with sales to complete a comprehensive sales transition process. Operate as a business partner to your customer and their delivery team by knowing their strategy and plan. Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal. Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.). Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing). Manage and execute the customer’s onboarding process. Develop strong working relationship with your customer and their delivery team. Establish and execute cadence-based “Business Review” meetings with your customer. Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal. Align with Customer Success leadership on regional metrics. Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers. Promote awareness of Regional OneStream Communities and customer educational events. Keep management informed of progress and obstacles on your portfolio of customers.Customer Advocacy
Learn and understand what customers value in their partnership with OneStream. Actively listen to customers and help them understand how they can get the most value from their investment in OneStream. Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.). When necessary, be the respectful challenger to set and manage your customer’s expectations.QUALITIES OF A SUCCESSFUL CANDIDATE
REQUIRED EDUCATION AND EXPERIENCE
Customer Success Manager experience within a SaaS Company. 5+ years of professional experience. 3+ years building and managing customer relationships. Proven history of keeping customers focused on their desired business outcomes throughout their initiatives. Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting. Fluent in English. and (Spanish or Italian.)PREFERRED EDUCATION AND EXPERIENCE
Corporate Performance Management (CPM) experience preferred (either as a Customer Success Manager, Account Manager, Consultant or Pre-Sales). Customer and account management experience preferred Management consulting / technology consulting experience. Degree in Business, Accounting, Finance, or Information Technology / MIS. Customer and account management experience. Gainsight experience. Outcome Management experience. Prior experience with any of the following CPM systems is a plus: OneStreamOracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)AnaplanSAP Outlooksoft BPCSAP BOFC (Cartesis)IBM CognosOr other CPM solutionsTRAVEL
Must be willing and able to travel up to 50% (travel requirements will vary by customer).PERSONAL ATTRIBUTES
You love to be in front of your customers all day and every day. You can “connect the dots”; distilling customer’s need and translating into. You have a “consider it done attitude”, are on your feet quickly, by being resourceful and independent. Outcome oriented and able to navigate strategic, tactical and operational conversations with all stakeholders within an organisation. Excellent interpersonal and communication skills, key words: empathy, navigating challenging conversations, building and nurturing network. Strong organizational and planning skills. Highly self-motivated and directed. Proven analytical, evaluative, and problem-solving abilities. Proven history of keeping customers focused on their desired business outcomes throughout their initiatives. Ability to operate in a demanding and fast pace environment managing simultaneous priorities. Legally authorized to work for any company in the country where this position is located without sponsorship.WHO WE ARE
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit .
WHY JOIN THE ONESTREAM TEAM
Transparency around corporate structure, salary, and benefits Core value of customer success Variety of project work (not industry specific) Strong culture and camaraderie Multiple training opportunitiesOneStream is an Equal Opportunity Employer
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