It is mandatory to send the CV in English or it will not be considered.
JAGGAER is a proven industry leader in comprehensive sourcing and procurement solutions. Our SaaS-based, source-to-settle solution provides unparalleled visibility, insights, and recommendations to procurement leaders and suppliers. The result is a fluid supply chain driven by powerful spend analysis, comprehensive contract management, and efficient accounts payable solutions.
Implementation Services PreSales Consultant function's primary responsibility is positioning, scoping, and getting our delivery services signed off (SOWs) with the customer and/or the partner. They will work closely with sales, partner delivery managers, and professional services SMEs in achieving this.
They serve as the primary contact for our sales and partner teams on services sales topics and promoting Jaggaer's implementation-leading practices as well as the value of JAGGAER's professional services.
Position Description:
JAGGAER's Customer Success Management Program is in place to ensure our customers are achieving their business objectives while using our solutions.
When customers are successful JAGGAER benefits through increased customer retention, solution expansion, and positive references.
The Customer Success Manager (CSM) is a highly visible, customer facing role within JAGGAER's Global Customer Success team. The CSM proactively engages with strategic customers including those within a dedicated portfolio and those that are 'at risk', with the goal of preserving customer retention by leveraging the CSM's ability to develop customer relationships while maintaining a focus on solution utilization and value.
The CSM assists customers to identify and report measurable value and to recommend ways to achieve that value via the solutions JAGGAER offers. The ideal candidate utilizes a consultative approach and enjoys achieving results to complex business challenges.
Responsibilities:
As a CSM
Foster Customer Relationship
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
Ensure Customer requests are escalated to the relevant teams
Define Success
Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.
Develop a Success Plan aligned with customer business objectives
Set adoption targets
Assess Value
Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
Create and present Performance Reviews to customers
Maxime Solution Adoption
Advise on solution optimization to meet business objective
Provide insights on benchmarks and best practices
Engage customers and provide consultative guidance following software releases
Continuously grow and maintain your solution expertise
Contribute Customer Retention and Growth
Actively work to ensure customer retention
Proactively identify area of growth
Success in this Position
Customers consider you a trusted advisor with both product and business acumen
You have created a "brand" that puts you in demand for assignment of new customers
Other CSM Team members consider you a collaborative member of the Team
You deliver innovation on how to make our customers successful
Position Requirements:
Bachelor's degree or equivalent with proven Customer Success, Account Management or Project Management skills required to create, maintain and enhance customer relationships.
Experience developing reports and analyzing data.
Proven strong consulting skills required.
SaaS competencies (general understanding of software, hardware, networks, etc.)
Ability to work independently taking initiative to follow through and take ownership of all aspects of client management including: reporting, managing client expectations, as well as driving tasks and issues to resolution.
Capable in the areas of business process orientation, hands-on client relationship and client services.
Motivated, action & goal oriented, persistent, interpersonal, consultative, multi-tasking and problem-solving skills.
Strong communication skills, ability to create and present client communication and analysis in all formats: verbal, presentation, email, written documents.
Develop and maintain expertise in JAGGAER's software solutions, solution methodologies, and core technologies, especially the assigned platform.
Ability to lead project & initiatives for several team members with success.
Fluent in English and Italian languages.
Our Offer:
A positive and fun work environment in a young and motivated team.
Competitive salary, career plan.
Short communication channels and room for your creative ideas.
An international, professional environment with exciting opportunities.
An open-minded and dynamic corporate culture, trainings, and development.
Two days for voluntary activities.
Meal Vouchers.
Apply now and be part of our success!
* Prior to an offer of employment your name will be checked against regulatory and law enforcement lists of individuals who are restricted parties under applicable law and regulations. Your data will be processed and stored in JAGGAER systems hosted in the Netherlands and/or Belgium for purposes of these required screening activities. All data will be deleted after three months.
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