Customer Success Manager

Company Description

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

• Be the voice of the customer (VoC) and their internal advocate, turning customer insights into actions that improve outcomes and experience.
• Drive customer value realization by helping customers achieve their desired business outcomes and maximize the value of their Unit4 investment.
• Increase product adoption and maturity through success planning, guidance, and value-added customer engagements.
• Identify and drive new sales opportunities (upsell/cross-sell) through qualified leads in collaboration with Sales.
• Act as the primary point of contact within Customer Success, proactively managing risk and supporting retention.
• Develop and maintain success plans with customers that align to their strategic objectives, milestones, and expected outcomes.
• Lead executive business reviews and strategic customer conversations with C-level stakeholders and customer management teams.
• Ensure customer goals, challenges, product needs, and value drivers are understood and communicated across Unit4 teams, including Product, R&D, Support, and Sales.

Qualifications

Must have a passion for building strong customer relationships that drive retention of recurring revenue (ARR), expansion opportunities through Customer Success Qualified Leads (CSMQLs), and successful customer outcomes. The individual will understand customers' strategic goals and objectives, translate them into actionable success plans, and proactively track progress toward value realization. They are adaptable, curious, accountable, and collaborative, with the ability to work effectively across a broad range of internal and external stakeholders.

• Excellent communication and relationship management skills and fluent in English (verbal and written)
• Swedish, Dutch, German and/or French language skills would be considered a plus
• Responsible for retention and churn management across the portfolio, contributing to global retention objectives
• Responsible for driving adoption and effective utilization of the Success4U program
• Clear communicator with professional presence with empathy and enthusiasm
• Ability to lead through influence and trust
• Experience in a customer-facing role focused on driving customer value and business outcomes in a cloud software environment
• Technically literate and familiar with customer engagement technologies, best practices and trends
• Previous experience working within ERP, HCM and/or financial planning software industries is a plus.
• Availability to travel as necessary (up to 20%)

Additional Information

Who we are

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.

What we offer

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

Background check :

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries – we'll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!