Senior Customer Success Manager Partner

Job description

Who we are
SIG is an ambitious global technology and consultancy firm delivering independent software quality assurance solutions. We believe we can make the world a better place by helping developers and organizations create qualitatively better software. To accomplish this, we are continuously improving and expanding Sigrid, our Software Intelligence Platform. We serve our partner and their clients’ projects based in all sorts of domains, such as the automotive, aerospace, energy, telecom, and the financial sector. We have 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 Partner is a newly developed team responsible for delivering the correct execution of the contract, servicing partners of Software Improvement Group. As a senior Customer Success Manager Partner, you keep the partner-centric overview of all activities around specific partners in the Market Team. Responsible for partner satisfaction, through Sigrid adoption, relationship management, and broadening the portfolio of our services within the partner and their customers. You support the partners' needs with the Market Team Partner.

You will be working with the team to create a standardized approach for partner onboarding, training and certification. You are actively guiding the partner and their customers to increase the adoption of the Sigrid platform. You actively develop and manage relations at different business levels in the partner organization in consultation with the other Market Team members. You’ll be part of our Amsterdam-based team servicing partners globally.

How we work

As a senior Customer Success Manager Partner, you are the crucial linking pin between the partner 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 partners' business goals, by proactively developing initiatives to improve long-term partner intimacy and general organizational improvement. You show partners 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 partners. Typically, your work will consist of:

  • You manage all (operational) partner 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 partners and their 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 partner 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 just 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, preferably in a partner related role

  • 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 partner focused through a service mentality, both internally and externally

  • Proactive attitude, self-starting and self-motivated

  • (Must have) Excellent command of the Dutch & English language, verbal & written 

  • Previous experience as a customer success manager is a plus

  • Relevant IT management experience is a bonus