Customer Success Manager, DACH

Job content

Customer Success Manager

Remote, Germany OneStream Software

Employment Type Full-Time

Job Summary

Our company mission statement reads as follows, “Every customer will be a reference and a success with OneStream Software.” At the center of this mission statement, are our Customer Success Managers (CSM). CSM’s focus on customer relationship retention and optimization. Each CSM is responsible for multiple customer accounts; the number depending on such factors as the size of the customer or seniority of the CSM. The CSM will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention. The CSM will have an in-depth understanding of each customer’s overall business requirements and act as a consultant to determine how the various OneStream Marketplace solutions and features can meet their needs. The CSM will also partner with other OneStream teams on initiatives that address customer needs, product utilization, and improve departmental efficiency to help meet company goals.

The CSM team is an integration of functions and activities of Marketing, Sales, Professional Services, Training, and Support. They are the primary point of contact for customers and must stay in close contact with the customer’s evolving needs. Sometimes referred to as a Customer Advocate, the CSM gives voice to our customer’s feedback, reviews and assesses their project progress, and offers recommendations based on results. CSM’s ensure the highest level of customer satisfaction and return on investment while enhancing the customer experience. This position will report to the Chief Enablement Officer.

Manager Customer Relationships

Essential Duties & Responsibilities

• Primary ownership and accountability for ensuring customer’s OneStream adoption, growth/expansion, satisfaction, and retention within the assigned portfolio of accounts (demand generation, on-boarding and/or customer success focus).
• Working with the OneStream customer base to maintain an active business review cadence of documenting the business relationship (including high level roadmap(s), renewal date, current status and health, etc..);
• During the business review cadence the CSM identifies add-on licenses and expansion use case opportunities in existing OneStream customer base;
• Upon identifying the opportunities the CSM will ensure Salesforce is updated and will collaborate with, and provide context and input, to the Sales team’s Account Planning around the growth opportunities
• Coordinating and participating with Customer Success Managers on the current quarterly calls that take place with customers to ensure current on current deployment.
• Build, maintain, and execute on account success plans for each assigned account and coordinate appropriate internal resources for delivery.
• Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support. Attend key design review sessions, review project milestones, attend key project management sessions.
• Understand service agreement terms of each customer contract and ensure the work is completed and delivered to the customer on or before the deadline. Develop strong relationships with all key decision makers and influencers across each customer in your portfolio.
• Uncover and mitigate any risk that threatens each customer’s growth, satisfaction, or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls.
• Educate both new and established customers on general OneStream functionalities and best practices as well as new features as they become available.
• Manage customer onboarding process and customer enhancement requests.
• Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals.
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance.
• Keep management informed of progress and obstacles related to customer accounts, seeking feedback as necessary and responding appropriately to improve work performance and optimize customer success.
• Become an expert on OneStream product solutions as well as customer use cases and use this knowledge to identify and solve customer pain points through adoption of new OneStream products and features.
• Our customers are fanatical about our service, product, and team. It is your responsibility to build and maintain that customer experience for all customers in your portfolio.
• Driving awareness of regional user groups and speaking opportunities at OneStream Splash.
• Use customer management tools to track customer communication, issues and metrics.
• Act as single point of contact to help initiate OneStream Services in the event a project goes sideways.
  

Technical Expertise

• Play a key role in project implementation and post-project implementation as needed, attending key design review sessions and project milestones.
• Champion customer enhancement requests by confirming the details and requirements of the enhancement and clearly articulating those details to the appropriate teams.
• Maintain thorough knowledge of OneStream product solutions, features, and target markets and keep up with continuous product releases by participating in formal and informal trainings.
• Work closely with product and engineering teams to ensure customer feedback is being incorporated into development decisions.
• Demonstrate a willingness to quickly learn new tools and applications, product solutions, rules and regulations and business best practices.
• Advance Internal Initiatives:
• Support initiatives that address customer needs, product utilization, and improving team efficiencies to help meet company goals.
• Collaborate with other internal teams such as Sales, Marketing, and Knowledge Management to provide subject matter expertise as new products and services are rolled out to customers.
• Provide feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs.
• Look for new licensing opportunities.
• Enhance team efficiencies through knowledge sharing activities, mentoring new hires and assisting other team members.
  

QUALITIES OF A SUCCESSFUL CANDIDATE

Formal Education and Certification

• Four-year college degree in fields such as (but not limited to) Accounting, Business, Finance, Information Systems, or CIS, or equivalent work experience
  

Knowledge And Experience

• Two to five years of experience in the software industry.
• Demonstrated experience as successful Account Manager or Customer Success Manager supporting multiple customers and following up on all their needs.
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization.
• Personal, adaptable, and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary; must be able to multi-task and manage multiple projects, processes, programs, and procedures simultaneously while working under pressure to meet deadlines, organizational goals and initiatives.
• Extensive experience working in a team-oriented, collaborative environment. Ability to effectively operate independently or in a team environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Outstanding MS Office skills, specifically with Excel.
• Experience with CPM Software is helpful.
  

Personal Attributes

• Ethical
• Credible
• Competitive
• Professional
• Diligent
• Self-starter who is results driven
• Ability to manage multiple tasks and responsibilities
• Detail-oriented
• Strong presentation skills
• Highly professional and approachable demeanor
• Flexible and adaptable
• Works well in team environment
• Willing and able to travel
• Comfortable communicating with all levels of management.
• Legally authorized to work for any company in the Country without sponsorship.
  

Who We Are

OneStream Software is an independent software company backed by private equity investor KKR. OneStream provides a market-leading intelligent finance platform that reduces the complexity of financial operations. OneStream unleashes the power of finance by unifying corporate performance management (CPM) processes such as planning, financial close & consolidation, reporting and analytics through a single, extensible solution. We empower the enterprise with financial and operational insights to support faster and more informed decision-making. All this is delivered in a cloud platform designed to continually evolve and scale with your organization.

With over 750+ customers, 200 implementation partners and over 1000+ employees our primary mission is to deliver 100% customer success.

We are equally fanatical about our OneStream family members (formally known as employees). We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team. We have a casual dress environment and modern office.

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 opportunities
  

OneStream Software is an Equal Opportunity Employer