About Cloud Software Group
Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud
Job Description
Our Customer Success Managers (CSMs) seek to ensure our customers are receiving the full value from their CSG investment and remain on track to achieve and exceed their agreed business and technical goals.
With a pivotal role in ensuring both CSG’s and our Customers’ Success, the CSM will develop tailored Customer Success Plans, working closely with key customer stakeholders and the wider CSG account team, to plot measurable customer business outcomes against technical solution deliverables. The CSM will be driven by increasing CSG solution consumption and will lead the way in removing any risks or blockers to the customer’s journey.
Our CSMs provide thought leadership and actionable recommendations to ensure customers take full advantage of the CSG service portfolio and product capabilities. They understand that building customer/partner relationships is both an art and a science, leveraging industry-proven product adoption methodologies to influence and drive behavior change.
Role Responsibilities
- Understand customers’ business strategies and apply our Customer Success methodologies to lead them through all phases of the implementation journey, with a focus on customer-defined business outcomes.
- Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to CSG products and the customer's technology environment.
- Analyze and assess complex processes and systems of customer's business to ensure the solution will meet the needs of the end users.
- Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and consumption.
- Advise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities.
- Work closely with CSG Account Teams to document requirements, formulate a delivery approach, and develop a proposal/post-sale engagement & Success Plan.
- Create customer solution consumption benchmarks & forecasts based on defined business use cases.
Requirements
- Advanced knowledge of job area obtained through advanced education combined with in-job experience. Requires a University Degree or equivalent experience and a minimum of 5 years of prior relevant experience, or a Master’s degree with 3 years. Demonstrable experience in delivering and exceeding Customer Success Management KPIs during that tenure.
- Professional knowledge of cloud service providers including AWS Azure and Google Cloud Platform apps, desktops, data, and communications on any device, over any network and cloud.
- An excellent customer service attitude and the ability to interact in a professional manner.
- Strong understanding of License Subscription models.
- Excellent communication skills, including presentations and written documents.
- Professionalism and confidence to work closely with, and advise, senior executives.
- Excellent problem solver, ability to work cross-functionally to deliver results.
- Ability to work both independently and collaboratively, think creatively and take on challenges, and proactively solve problems to successfully deliver projects.
- May have practical knowledge of project management.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.