We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions.
We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work.
Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
We are looking for a Digital Customer Success Manager at our office in Lisbon to drive our Digital Journey customers satisfaction and loyalty throughout the Digital life-cycle.
As a Digital Customer Success Manager you will be working alongside with the account manager for a specific set of customers, to make sure there is kept a minimum set of consistent touchpoints automatically delivered for each customer journey, to ensure a seamless customer experience across all business verticals and a positive customers satisfaction.
What Will You Do
Make sure all predefined automated orchestrated touchpoints are set in place and triggered in order to monitor customer’s outreach and / or sentiment, alongside with its account representative.
Proactively oversee the Digital segment customers health score via dashboards and liaise with the Account Owner or other internal departments to align on a mitigation plan in case of any outstanding risk or issue.
Work alongside with CSM Operations Manager in order to propose optimization on any automated communications, processes, dashboards, or workflows in which the digital experience rely on
Learn from Customer Success Managers how processes currently work and day-to-day responsibilities in order to know how you can better assist your account owners, in case of need
You will help onboard new Digital Customer Success Managers into the practice
Not a customer facing role, but may need to reach out to Customer representatives in case it is strictly required
Understanding what a fully digital / automated customer experience means and passion to be part of the Digital transformation journey
Experience with ERP for finance or human resources areas is a plus
Takes high degree of accountability and commitment over their work
Used to work with a wide customer base and under a predefined set of actions
Passion to build strong internal networks through influence and trust
Experience in a similar customer centric role generating cloud software customer value with quick time to value
Technically literate and familiar with customer engagement technologies, best practices, and trends (Experience using Gainsight, Salesforce.com a plus)
Excellent communication and relationship management skills and fluent in English (verbal and written)
Understanding of Software as a Service (SAAS)
Passion for business, technology, and customers
Excellent written and oral communication skills
Proficient in managing multiple competing priorities simultaneously
Outstanding interpersonal skills and conflict management skills
Quickly develops rapport and credibility
Self-motivated, able to work independently, and welcoming to challenge
A Bachelors or Master degree in a relevant field
A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful.
An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other.
At Unit4 we invest in your personal and professional growth. We don’t focus on how many days you work, we trust you on delivering results thus, we have an unlimited vacation policy.