Customer Success Manager

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 clients in various domains, such as the public sector, 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 is a newly developed team responsible for delivering the correct execution of the contract, servicing a portfolio of customers, and extending the portfolio. As a Customer Success Manager, you keep the client-centric overview of all activities around a specific customer in the Market Team. You are responsible for customer satisfaction through Sigrid adoption, relationship management, and broadening the portfolio of our services within the customer. You support the customers' needs with the Market Team you are a part of and 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 the adoption of the Sigrid platform and 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 Customer Success Manager, you are the crucial linking pin between the client and SIG, ensuring a successful long-term engagement. 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:

• Managing all (operational) customer processes: onboarding, planning, training, and more including project management
• Ensuring 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.
• Guiding clients in building their maturity in software quality assurance
• Educating CSMs on best practices relevant to the job
• Identifying skills and competencies needed for account delivery and expansion
• Creating and facilitating a CMS community where sharing knowledge and learning from one another are key
• Developing a vision on CMS moving forward in SIG and creating a support base for this
• Ensuring 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
• 2+ 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, verbal & written (Must have)
• Previous experience as a customer success manager is a plus
• Relevant IT management experience is a bonus