Manager, Customer Success


Job Description


About Us
With offices in Latin and North America and Europe, we are present in the industrial routines of the largest companies on the planet! Innovation is in our blood! Our team is leading the way by delivering features companies need to stay competitive. All of this is to improve efficiency and increase productivity for companies by simplifying the SAP asset management process. We deliver data reliability and cost reduction to our partners so that they are increasingly at the top of their game. Be part of our story and lead the digital transformation with us!


We are looking for Customer Success talent with a passion for working in a high growth environment. To help manage our rapid growth, Sigga Technologies is investing in a critical leadership role in Customer Success Management responsible for enabling, training and mentoring a team of customer success professionals tasked with driving portfolio adoption, renewals, and expansions. This role also has the unique opportunity to work directly with the head of Customer Success to craft our customer success strategies, build strong relationships with a global customer portfolio, and partner with cross-functional Sigga executives. Our ideal candidate is a servant leader, an accomplished problem solver, data driven, and ready to travel worldwide to ensure customer health and drive value to our customers and expansions for Sigga Technologies.


Responsabilidades e atribuições
Objectives for the role

• Identify and surface broad customer trends and data in internal meetings.
• Partner with Sales and Marketing to ensure the full customer lifecycle is cohesive, thoughtful, and measured.
• Manage a small portfolio of high value customers while leading the CS Function.
• Measure and monitor KPI’s to draw insights and execute actions.
• Accountable for the day-to-day execution of their direct reports (CSMs).
• Foster and develop collaborative relationships with key cross-functional leaders.
• Accountable for the renewal, retention, adoption and growth KPIs of the customer portfolio.
• Build close alignment with the Sales org to enable seamless Pre-Sales to Post-Sales transitions for customers.
• First level escalation point for customers.
• Build relationships with key strategic customers.

What you’ll do

• Supervisory Responsibilities
• Direct supervisory responsibility for a team of Customer Success Managers, building a team of customer-centric, trusted advisors for their portfolios
• Mentor and train CSMs on Customer Success practices and processes
• Document and review CS Playbooks and Processes
• Carry a book of business while the team grows (i.e., Player Coach)
• Customer Success Program Building – Partner with head of Customer Success to:
• Forecast headcount needs, address resource gaps and make data-driven team allocation prioritization decisions
• Design and execute strategic initiatives aimed at founding and evolving the CS programs at Sigga, focusing on predictably increasing NRR, expansion, and adoption
• Hire and manage a team of customer success managers to build a best-in-class customer experience that builds trust every step of the way
• Shape a success culture that communicates thoughtfully with our customers’ engineering and finance IT and business unit teams and helps shape product improvements
• Trusted Advisor for your Book of Business – Build great customer relationships and set customers up for success by:
• Understanding goals, strategies, & initiatives and establishing Sigga Technologies as the best-in-class workflow
• Maintain customer health by developing and executing customer success plans that reflect a holistic path for customers to achieve ROI
• Outcomes and Risk Management of Your Book of Business:
• Drive adoption of Sigga Technologies’ products to enable customers to achieve business value and critical outcomes
• Measure and monitor KPIs to draw insights and execute actions
• Own customer lifecycle experience including renewal conversations and exceed cross-sell revenue retention goals
• Partner with Account manager and share growth opportunities
• Stay current on Sigga Technologies’ products and services and develop use cases to drive customers to adopt best practice standards.
• Proactively manage at-risk customers and develop success plans, prevent churn and reduce unnecessary escalations.
• Expand CSPs to include additional outcomes as customer needs evolve
• Collaborate with Sales and Marketing to develop customer case studies

Requisitos e qualificações
What we’re looking for

• Demonstrated high level of collaboration with other technology teams such as Professional Services and Customer Support
• Enthusiasm for customer success and excellence, especially within the Saa S space
• Willingness to learn, collaborative, growth mindset, goal oriented comfortable with ambiguity / changing priorities as part of the start-up culture
• Proven record of delivering effortless customer experience, and customer-centric internal communications
• Experience collaborating with cross-functional teams to support joint outcomes through customer lifecycles
• Demonstrated ability to communicate effectively via oral & written formats: Power Point and Excel skills are a must, especially with multiple stakeholders/personas
• Demonstrated creation of data-driven customer action plan strategies

Required Skills/Abilities:

• Excellent written and verbal communication skills with internal and customer stakeholders
• Excellent time management skills, managing work time responsibly and efficiently
• Escalation and conflict management skills
• Independent, critical thinker/problem-resolution skills
• High accountability to team outcomes
• 7+ years of experience in direct customer engagement roles
• 5+ years of SAP experience
• Strong verbal and written English

Preferred Skills/Abilities:

• 7+ years of account management, customer success, or managed services
• 2+ years of previous direct people management experience
• CRM experience, managing expansion opportunities and customer relationship mapping of a large book of business
• 5+ years of SAP PM and/or EAM experience
• Microsoft Office/O365 experience

Education and Experience:

• Bachelor’s degree (B. A.) in a related field or equivalent combination of education and experience.

Other:

• Located in Brazil; Hybrid in Belo Horizonte office preferred
• Willing to travel up to 25% (domestic and international)

Informações adicionais
Benefits
CLT position
Meal vouchers
Health plan
Dental Plan
Transportation voucher / Parking discount
Gympass
Pharmacy agreement
Support Pass
Life Insurance

Quem somos nós?
A Sigga é líder de mercado e fornecedora global de aplicativos de software que transformam as operações de manutenção em empresas com uso intensivo de ativos que executam SAP. Nossas ferramentas móveis de manutenção e planejamento e programação ajudam as empresas a remover ineficiências de manutenção, otimizar o planejamento e a programação da manutenção e se adaptar rapidamente às mudanças nas necessidades de negócios ao longo do tempo e em vários locais.


Nossas Soluções
Os aplicativos Sigga são flexíveis, modernos e conectados digitalmente para acelerar a transformação digital. Fornecemos soluções de manutenção para empresas globais com SAP há mais tempo do que qualquer outro fornecedor de software.
Os líderes de mercado reconhecem o tempo, a economia de custos e as melhorias operacionais geradas quando os funcionários de manutenção recebem acesso em tempo real ao EAM de origem. As principais empresas recorreram à Sigga por nossa liderança tecnológica, experiência SAP e parceria colaborativa para impulsionar a transformação da manutenção em seus locais globais.


Nossa Missão
Nossa missão é capacitar empresas com uso intensivo de ativos para alcançar sua transformação digital EAM. A Sigga começou como uma empresa de serviços profissionais e usou o conhecimento do setor adquirido para desenvolver software moderno e líder de mercado e experiências móveis para otimizar o trabalho com SAP.