Customer Success Manager (MEA Region)

OneStream Software is redefining the future of finance with a unified, cloud-based Corporate Performance Management platform. The Customer Success Manager will oversee a portfolio of customers to ensure they achieve their goals, acting as their primary advocate and collaborating with the sales team to drive customer satisfaction and success.

Responsibilities:

• Managing your portfolio of customers
• Partner with sales to complete a comprehensive sales transition process
• Operate as a business partner to your customer and their delivery team by knowing their strategy and plan
• Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal
• Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.)
• Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing)
• Manage and execute the customer’s onboarding process
• Develop strong working relationships with your customers and their delivery team
• Establish and execute cadence-based 'Business Review' meetings with your customer
• Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal
• Align with Customer Success leadership on regional metrics
• Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers
• Promote awareness of Regional OneStream Communities and customer educational events
• Keep management informed of progress and obstacles on your portfolio of customers
• Learn and understand what customers value in their partnership with OneStream
• Actively listen to customers and help them understand how they can get the most value from their investment in OneStream
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.)
• When necessary, be the respectful challenger to set and manage your customer’s expectations

Requirements:

• Minimum of 5 years overall professional experience
• At least 3 years in a Customer Success role within a SaaS technology company, supporting solutions primarily used by Finance or IT departments and engaging with senior decision-makers such as CFOs, CIOs, CTOs or CISOs
• Demonstrated ability to keep customers focused on achieving their desired business outcomes throughout their initiatives
• Proven experience in building and managing strong customer relationships
• Conceptual understanding of key finance processes
• A team player with a bias towards action
• Excellent interpersonal and communication skills
• Professional verbal and written communication skills
• Professional relationship building skills
• Strong ability to problem-solve in a collaborative environment
• Strong organizational and planning skills
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical, evaluative, and problem-solving abilities
• Exceptional customer service orientation
• Ability to operate in a demanding environment managing simultaneous priorities
• Must be willing and able to travel up to 50%
• Degree in Business, Accounting, Finance, Information Technology, or a related field
• Experience in management consulting or technology consulting
• Hands-on experience as a Customer Success Manager or in a customer facing position
• Prior experience with one or more of the following: OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, Anaplan Other CPM solutions