Posted almost 6 years ago

Customer Success Manager

Job Description:

Customer Success Manager APJ

Location: India, or APJ

Role Description

The SUSE Customer Success Manager (SCSM) plays a key role to manage the delivery of Premium Support solutions to our customers. SUSE support is based on excellence and is award winning. The SCSM will ensure this continues to improve with regular customer meetings and efficiency in the delivery of the Premium Support and Consulting services. The SCSM will act as the SAM (Services Account Manager) for Premium Support customers in APJ. This person will work closely with Sales in the field and manage all technical escalations and co-ordinations required for APJ Premium Support customers. The SCSM will also help sales to sell new Premium and Consulting Services in APJ.

The CSM will act as a project manager with an excellent background in delivering Cloud, Container or PaaS projects to enterprise customers using a combination of Prince2, Waterfall or Agile project management methodologies. Project management skills and capabilities need to be balanced with very strong inter-personal skills to be able to work closely with our customers and become their trusted advisor, as well as with consulting partner organisations to develop their capabilities. The CSM will also need to develop consulting partners to manage the delivery quality, P&L, scheduling, resource, and escalation, and customer satisfactions.

This is a technical management and an individual contributor role, reporting to the Services Director in APJ. Frequent international travel will be a requirement. Strong English language skills is a must.

Key Responsibilities

• Be able to articulate the key values of SUSE products, solution and strategy
• Act as main point of contact for assigned customers for all Premium Support and Consulting Services activities and share information regularly with sales, pre-sales, renewals to ensure we remain joined-up
• Manage Premium Support delivery in assigned geo to ensure excellence in delivery to its customers and maximise Premium Renewals
• Sell new Premium Support contracts by working with local sales teams
• Proactive customer liaison to ensure our customers receive regular contact from SUSE Services and that we fully understand the customer need
• Ensure the Premium Support Engineers productivity is maximised with regular, proactive customer contact (onsite and remote)
• Act as first point of escalation for all services related issues in geo and manage crit sits efficiently with clear management updates
• Manage the training and enablement needs for all Premium Support Engineers
• Provide the services revenue and bookings forecast
• Close, trusted relationship to Sales in geo is essential
• Strong and clear spoken English is essential
• Expertise in identifying customer requirements and managing expectations in projects
• Be able to articulate the key values of SUSE products, solution and strategy
• Attend sales meetings to assist customers in the solution needs. Strong relationship with pre-sales and sales is essential
• Leading and managing multiple projects as one time where needed
• Arrange for project Sign-off for completed projects and produce a project report
• Work with approved technical partners in co-delivered solutions
• Creation and input to Statements-Of-Work and other Services documents
• Input to best practice documents where needed
• A willingness and ability for frequent travel to work at customer locations where required
• Rich experience in managing a regional team and business

Qualifications and Skills

• Exceptional written and verbal communication skills
• Ability to maintain a calm and professional approach when working in high pressure technical support environments and critical customer situations
• Proven ability to work independently and take initiative
• Experience in working in International environment
• Proven commercial acumen
• Extensive experience in high-tech or software company
• Extensive experience working with Sales, Finance, Legal
• Advanced computer skills in MS Office plus corporate applications
• Bachelors Degree and/or Applicable Experience
• May at times be required to work outside of standard business hours
• Culture fit with SUSE is essential in the growing organization
• Proven project management skills in IT environment. Project Management qualifications in Prince2 / Agile / Waterfall or similar
• Preference to have experience in Linux/Open Source environments
• Good understanding of SUSE Solutions:
  • Enterprise Linux
  • Software-defined storage (ideally, based on Ceph)
  • OpenStack private cloud
  • Platform-as-a-Service software & Linux container technology such as Docker
• Exceptional written and verbal communication skills
• Excellent interpersonal skills
• Proven ability to work independently and take initiative
• Experience in working in International environment
• Fluency in English is required. A second language is an advantage
• Extensive experience in high-tech or software company
• Advanced computer skills in MS Office/LibreOffice plus corporate applications
• Bachelors Degree and/or Applicable Experience
• Culture fit with SUSE is essential in the growing organization
• Technology Partner business development and management experience within the APJ region
• Excellent exposure of APJ regional team, culture and business acumen.

About SUSE

SUSE, a pioneer in open source software, provides reliable, software-defined infrastructure and application delivery solutions that give enterprises greater control and flexibility. More than 25 years of engineering excellence, exceptional service and an unrivaled partner ecosystem power the products and support that help our customers manage complexity, reduce cost, and confidently deliver mission-critical services. The lasting relationships we build allow us to adapt and deliver the smarter innovation they need to succeedtoday and tomorrow.

For more information, visit www.suse.com

Customer Success Manager APJ

Location: India, or APJ

Role Description

The SUSE Customer Success Manager (SCSM) plays a key role to manage the delivery of Premium Support solutions to our customers. SUSE support is based on excellence and is award winning. The SCSM will ensure this continues to improve with regular customer meetings and efficiency in the delivery of the Premium Support and Consulting services. The SCSM will act as the SAM (Services Account Manager) for Premium Support customers in APJ. This person will work closely with Sales in the field and manage all technical escalations and co-ordinations required for APJ Premium Support customers. The SCSM will also help sales to sell new Premium and Consulting Services in APJ.

The CSM will act as a project manager with an excellent background in delivering Cloud, Container or PaaS projects to enterprise customers using a combination of Prince2, Waterfall or Agile project management methodologies. Project management skills and capabilities need to be balanced with very strong inter-personal skills to be able to work closely with our customers and become their trusted advisor, as well as with consulting partner organisations to develop their capabilities. The CSM will also need to develop consulting partners to manage the delivery quality, P&L, scheduling, resource, and escalation, and customer satisfactions.

This is a technical management and an individual contributor role, reporting to the Services Director in APJ. Frequent international travel will be a requirement. Strong English language skills is a must.

Key Responsibilities

• Be able to articulate the key values of SUSE products, solution and strategy
• Act as main point of contact for assigned customers for all Premium Support and Consulting Services activities and share information regularly with sales, pre-sales, renewals to ensure we remain joined-up
• Manage Premium Support delivery in assigned geo to ensure excellence in delivery to its customers and maximise Premium Renewals
• Sell new Premium Support contracts by working with local sales teams
• Proactive customer liaison to ensure our customers receive regular contact from SUSE Services and that we fully understand the customer need
• Ensure the Premium Support Engineers productivity is maximised with regular, proactive customer contact (onsite and remote)
• Act as first point of escalation for all services related issues in geo and manage crit sits efficiently with clear management updates
• Manage the training and enablement needs for all Premium Support Engineers
• Provide the services revenue and bookings forecast
• Close, trusted relationship to Sales in geo is essential
• Strong and clear spoken English is essential
• Expertise in identifying customer requirements and managing expectations in projects
• Be able to articulate the key values of SUSE products, solution and strategy
• Attend sales meetings to assist customers in the solution needs. Strong relationship with pre-sales and sales is essential
• Leading and managing multiple projects as one time where needed
• Arrange for project Sign-off for completed projects and produce a project report
• Work with approved technical partners in co-delivered solutions
• Creation and input to Statements-Of-Work and other Services documents
• Input to best practice documents where needed
• A willingness and ability for frequent travel to work at customer locations where required
• Rich experience in managing a regional team and business

Qualifications and Skills

• Exceptional written and verbal communication skills
• Ability to maintain a calm and professional approach when working in high pressure technical support environments and critical customer situations
• Proven ability to work independently and take initiative
• Experience in working in International environment
• Proven commercial acumen
• Extensive experience in high-tech or software company
• Extensive experience working with Sales, Finance, Legal
• Advanced computer skills in MS Office plus corporate applications
• Bachelors Degree and/or Applicable Experience
• May at times be required to work outside of standard business hours
• Culture fit with SUSE is essential in the growing organization
• Proven project management skills in IT environment. Project Management qualifications in Prince2 / Agile / Waterfall or similar
• Preference to have experience in Linux/Open Source environments
• Good understanding of SUSE Solutions:
  • Enterprise Linux
  • Software-defined storage (ideally, based on Ceph)
  • OpenStack private cloud
  • Platform-as-a-Service software & Linux container technology such as Docker
• Exceptional written and verbal communication skills
• Excellent interpersonal skills
• Proven ability to work independently and take initiative
• Experience in working in International environment
• Fluency in English is required. A second language is an advantage
• Extensive experience in high-tech or software company
• Advanced computer skills in MS Office/LibreOffice plus corporate applications
• Bachelors Degree and/or Applicable Experience
• Culture fit with SUSE is essential in the growing organization
• Technology Partner business development and management experience within the APJ region
• Excellent exposure of APJ regional team, culture and business acumen.

About SUSE

SUSE, a pioneer in open source software, provides reliable, software-defined infrastructure and application delivery solutions that give enterprises greater control and flexibility. More than 25 years of engineering excellence, exceptional service and an unrivaled partner ecosystem power the products and support that help our customers manage complexity, reduce cost, and confidently deliver mission-critical services. The lasting relationships we build allow us to adapt and deliver the smarter innovation they need to succeedtoday and tomorrow.

For more information, visit www.suse.com

Job:

Sales

SUSE is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status