Customer Success Partner Manager

The Regional Customer Success Partner Manager engages with Confidencial (Apenas para Cadastrados)’s customers to drive & accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements. The Regional Customer Success Partner Manager is responsible for the management, orchestration of resources and execution of activities for a SCSM team that has a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition & execution (adoption & consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The Customer Success Manager drives mutual (customer & Confidencial (Apenas para Cadastrados)) success across the Land, Adopt, Consume & Expand (LACE) cycle.

Core Tasks:

• Leading SCSM team towards strategic results defined in the correspondent GTM period
• Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance

• Build trusted relationships with customers, in order to support value-based consumption focused activities
• Monitors SLA performance and maintain high level of customer satisfaction
• Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle
• Leverage data & tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
• Act as primary point of escalation for customers account issues
• Contribute to library of success plays and best practices to further grow Confidencial (Apenas para Cadastrados)s ability to drive customer success
Identify opportunities at customer to grow Confidencial (Apenas para Cadastrados) footprint through expansion of licenses or services

Key Responsibilities & Tasks

The Regional Customer Success Partner Manager make sure the SCSM team proactively engages with an assigned portfolio of customers to drive mutual success across the Land, Adopt, Consume & Expand (LACE) cycle. Works as a trusted advisor to the senior executives in a customer's buying center to guide the customers to achieve business outcomes by engaging as a trusted advisor to the different customer’s senior executives within a customer’s buying center for each stage of the customer’s transformation. The Regional Customer Success Partner Manager has overall responsibility for assuring the continuity of the customer’s cloud subscription-based solutions and maximizing their usage at the product level. To achieve this, you should providesLoB expertise regarding transformation, business process, and value realization. They are supported by multiple relevant centers of experts. You should positively impacts Confidencial (Apenas para Cadastrados)’s business performance, securing renewals, reducing cancellations and enabling business to expand.

The main areas of responsibility are:

• 
  Customer Success:

• Engages with senior and mid-level executives within the customer's buying center / LoB as a trusted advisor to ensure customer’s success with Confidencial (Apenas para Cadastrados) cloud subscription solutions with a given Domain or scope of assignment.
• Executes LoB/Buying Center level Relationship Assessments and provides implementation guidance and ensure implementation success (activation).
• Develops, maintains, and actions buying center or LoB-level Outcome Success Plan (OSP), and conducts regular customer success/ business reviews to assess and deliver deeper customer value;ie to drive customer consumption and usage of all entitlements within the LoB / buying center.
• Stays knowledgeable on customer’s industry, business strategy, LoB strategy, market conditions/climate, as well as LoB(s).

• 
  Clients Engagement Direction:

• Make sure that every SCM in the team acts as a primary post-sales customer executive point of contact at the buying center / LoB solution level, establishes relationship governance.
• Orchestrates success resources across Confidencial (Apenas para Cadastrados) to accomplish customer's desired outcomes. (incl Partner if applicable).
• Proactively addresses improvement opportunities identified via NPS or other means.
• Provides customer advocacy and acts as voice of the customer providing a feedback loop into appropriate Confidencial (Apenas para Cadastrados) stakeholders.
• Assures assignment and active / purposeful engagement of LoB post-sale Confidencial (Apenas para Cadastrados) & Partner (incl, implement partner) supporting roles as required.

• 
  Consumption & Commercials:

• Monitors and drives LoB adoption / consumption and documents business impact.
• Identifies and mitigates risks to current and future reoccurring revenue.
• Oversees customer cloud subscription, renewals and other commercial events and works with the Customer Renewal Center (CRC) to Manage customer cloud renewals.
• Maintains close alignment with sales and discovers and communicates upsell/ cross-sell opportunities.

Experience & Educational Requirements

Account Management

• Strong experience in account management related activities resulting in a demonstrated strong customer success focus with empathy for customer & ability to build deep executive relationships and earn trusted advisor status.
• Good knowledge of how companies operate / business models, strategies and LoB business processes.
• Demonstrated success in dealing with difficult customer situations.
• Proven ability in driving renewals, expansions and up-sells of subscription or perpetual license-based solutions / services; sales savvy & able to identify new opportunities for customer to leverage new or expanded Confidencial (Apenas para Cadastrados) solutions.
• Deep knowledge of how Confidencial (Apenas para Cadastrados) operates and drives Customer Value Journey
  
  Functional Expertise
• Expert level buying center / LoB(s) domain expertise with deep expertise in one or more industry a plus.
• Experience working in and around cloud software solutions and cloud delivery models along with deep understanding of cloud readiness, characteristics, challenges and benefits.
• Knowledge of SAAS and IAAS processes including provisioning, onboarding, and customer support.
• Business outcome / value realization modelling and ROI experience; creation of account plans.

Soft Skills

• Team leadership
• Sponsors/Stakeholders relationship management
• Expert relationship building skills.
• Excellent verbal and non-verbal communication skills.
• Expert governance and stakeholder management skills.
• Strong commercial / deal support skills especially subscription based.

Confidencial (Apenas para Cadastrados)-Specific Knowledge

• Broad understanding of Confidencial (Apenas para Cadastrados) solutions portfolio and the business processes they enable with deep expertise in assigned buying center and its underlying LoBs.
• Deep understanding of LoB products, relationships with solution management organization and related partner ecosystem as appropriate.
• Detailed understanding of navigating Confidencial (Apenas para Cadastrados)’s support processes, Organization(s) and tools (e.g., Customer Engagement Workplace, Gainsight, CRM, functionality adoption reporting etc.).
• Significant experience in business software, Bachelor’s degree or equivalent required.
• Proficiency in English and Spanish

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 451766 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid