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.

Job Description

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

Qualifications

• 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

Additional Information

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.