Customer Success Manager

**Applications must be submitted in English to be considered**

WHAT MAKES US A GREAT PLACE TO WORK

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WHO YOU’LL WORK WITH

Bain's Next Generation Software Solutions (NGSS) + Coro SDS (Software and Data Services) 

The NGSS team’s mission is to develop and support digital solutions for Bain consultants and clients, so they get to better, faster insights and results. The digital solution this role will support is with Coro SDS.

Coro SDS is a start-up that is a part of Bain and Company's Commercial Excellence Practice. Their mission is to industrialize complex analytics and data processing to empower sales operations, revenue operations, and strategy teams, both directly for the end customers or indirectly through Bain consulting engagements. They already have substantial client traction, with dozens of completed projects and a range of solutions (of which MoneyMap, Partner Sonar and Profit Cube)

The team itself is already 80+ people strong, covering all needed business capabilities for a SaaS vendor: product development and product management; marketing and sales, delivery and customer success. The team is distributed globally, with major hubs in San Francisco, Chicago, Boston, London, Warsaw and New Delhi. 

WHERE YOU’LL FIT WITHIN THE TEAM 

This role will be part of Coro, in collaboration with the Next Generation Software Solutions team (NGSS) and is responsible for supporting and advising case teams and clients on the ongoing usage of Coro products. 

The Manager owns the relationships with assigned clients through the customer journey to ensure product adoption, full usage and ongoing client success. Additionally, the Manager will be required to coordinate internal and external teams in support on-going account success. The Manager will be viewed as a strategic thought partner and expert in product use cases that will help train client teams, support and expand their key use cases and troubleshoot barriers to successful usage. 

The most likely clients will be MoneyMap customers to start, with the potential to support other Coro products over time depending on the business needs. The key responsibility is to ensure clients are using Coro products effectively and deriving on-going value from them. 

WHAT YOU’LL DO 

Service management and delivery – On-going client and engagements and Project Management (25%)

• Hold on-going touchpoints with key client stakeholders to drive adoption and expand product usage through monthly check-ins and quarterly business reviews
• Support user queries and technical issues with consulting teams and clients, coordinating effective resolutions and engaging cross-functional teams as needed
• Manage service requests, incidents, problems, and changes against SLAs 
• Manage and maintain client-specific requirements, specifications and configuration of the software, coordinating this information across clients, consulting case teams, Practices, NGSS, and other internal groups where necessary 

Service management and delivery – Strategic Account Management and IP advisory (20%)

• Stay up to speed on stakeholder priorities and determine how Coro products can support those priorities, mobilizing account teams as necessary 
• Develop a deep understanding of Commercial Excellence IP relevant to Coro SDS as well as related methodologies 
• Act strategic thought partner and expert advisor to case teams and clients on product use cases  

Service management and delivery – User training (20%)

• Lead training of users on usage of the software across the usage lifecycle – case team and clients (both day-to-day users and senior client leaders)
• Support creation, curation, and ongoing management of software training curriculum, including structure, delivery methodology, materials, and other collateral

Product Operations (20%)

• Collect, aggregate, and synthesize user feedback to support the Product Manager in developing and prioritizing software enhancements and roadmap
• Work with product team to triage/support client-specific enhancements, advocating for clients within the product team and managing client expectations/communication    
• Update key clients on application usage and value added
• Coordinate cross-functional team, including case teams when applicable, on account health and next steps 

Service improvement (5%)

• Monitor software usage across deployments and anticipate any roadblocks for users
• Work with Product Manager and Product Operations Manager to design and implement new services
• As we scale, assist in the development of tooling, processes, and documentation to improve support services

Software product awareness (5%)

• Provides case teams and clients with relevant examples from previous users (e.g. dashboard screenshots, training materials, executive presentations)
• Provide proactive materials to ensure clients and case teams are aware of product functionality and capability 
• Prepares marketing videos and collateral for internal marketing as well as client proposals

Team Operations (5%)

• Contribute to initiatives intended to improve overall performance and value delivery
• Support strategic projects to streamline and grow the customer success function 

ABOUT YOU

Required

• BA/MSc or equivalent undergraduate degree
• 5+ years in software deployment, software customer success or technology-related consulting
• Experience in performing work that delivers results for the organization
• Experience in coordinating/managing product implementation activities across multiple internal and external teams; ability to recommend and influence decision-making across audiences 
• Experience in deep qualification of customer needs and post-sales adoption of solutions 
• Proactively drives, improves and innovates on the work process; cuts through ambiguity by synthesizing and drawing conclusions from available information
• Initiates and owns workflow with little to some guidance from a manager; collaborates to define outcomes and goals as needed 
• Assimilates insights based on a thorough understanding of the broader customer context
• Demonstrated ability to perform work that achieves results for the organization
• Advisor for company policies/practices in relevant field; able to recommend and influence decision-making across audiences that may not be knowledgeable in this area of the business 
• Demonstrates effective communication skills with all levels of the organization
• Ability to travel to customer and team locations on occasion for onsite workshops and team events.

Preferred

• Degree in software related subject (e.g. Computer Science, Information Technology or related to specific IP)
• Formal Agile/Scrum certification
• Formal project management certification
• Experience in Commercial Excellence
• Experience in consulting industry