Senior Customer Success Manager

Who we are

At Software Improvement Group (SIG), we empower organizations to enhance their software quality through deep source code analysis and tailored, strategic advice.

Our software assurance platform, Sigrid, together with our expert IT consultants, enables our customers to take full control of their software environments, ensuring their technology is a driver of success, not a source of risk.

We have a strong market presence and serious growth ambitions for the coming years, and we are looking for people who want to help us realize this.

Where you come in

The Market Team is responsible for servicing a portfolio of customers and extending the portfolio. As a senior Customer Success Manager, you keep the client centric overview of all activities around a specific customer in the Market Team. You support the customers' needs with the Market Team you are a part of. You ensure excellent delivery at all strategic accounts ranging from operational project management to regularly checking in with clients. You are actively guiding the customer to increase adoption of the Sigrid platform. You actively develop and manage relations at different business levels in the client organization in consultation with the other Market Team members. You’ll be part of our Amsterdam-based team servicing clients in the Benelux.

How we work

As a senior Customer Success Manager, you are the crucial linking pin between the client and SIG ensuring a successful long-term engagement. Next to this you help to develop other CSMs and the role of CSM in SIG. You will develop strong narratives to deliver advice in line with customers' business goals, by proactively developing initiatives to improve long-term customer intimacy and general organizational improvement. You can show customers new insights into the usage of Sigrid in their business. With everything you do, you will act as a role model. You ensure your domain knowledge is up-to-date and you know the ins and outs of your customers. Typically, your work will consist of:

• You manage all (operational) customer processes: onboarding, planning, training, and more including project management

• Make sure the administration for the entire project portfolio of your Market Team is complete, accurate and up to date in FinancialForce: planning, budget, resourcing, installments, etc.

• Guide clients in building their maturity in software quality assurance

• Educate CSMs on best practices relevant to the job

• Identify skills and competencies needed for account delivery and expansion

• You actively train and help develop other CSMs to improve their support and client relationship management skill set from both the technical point of view as well as soft skills

• Create and facilitate a CMS community were sharing knowledge and learning from one another are key

• Develop a vision on CMS moving forward in SIG and create a support base for this

• Ensure SIG’s security policies and procedures are adhered to

What's in it for you?

You will receive an intensive onboarding program on SIG’s proprietary toolset and methodologies. We will help you achieve your goals through continuous professional development and regular career progression sessions.

We are not interested in people who are looking for a job! We are interested in people who are looking to change the world and believe this can be done through improving software quality! In reversing the world of quality software, we have big dreams, and we expect you to have the same!

Job Requirements

• Master’s degree, preferably on the edge between Business and IT, like Business Information Technology or Business Information Management

• 8+ years of relevant work experience in IT

• Expected to be technically savvy, flexible, and creative

• Ability to spot commercial opportunities

• Excellent interpersonal skills and a motivated team player

• Analytical, ability to learn quickly and geared to problem solving

• Opinionated, strong listener, seeking to understand first

• Very customer focused through a service mentality, both internally and externally

• Proactive attitude, self-starting and self-motivated

• Excellent command of the Dutch & English language, verbally & written

• Previous experience as a customer success manager is a plus

• Relevant IT management experience is a bonus