Senior Customer Success Manager _ Italy

OneStream

4d•Remote

About The Position

At OneStream, we are redefining the future of finance with the goal of becoming the Operating System for Modern Finance. Our unified, cloud-based Corporate Performance Management (CPM) platform empowers organizations to optimize processes, make data-driven decisions, and achieve unparalleled operational excellence. This position is for a Senior Customer Success Manager (SCSM), a vital role in helping our customers achieve their strategic goals and obtain maximum value from their investment with OneStream. We seek a hybrid professional with strong customer acumen and a solid SaaS and technical foundation to engage customers and develop long-term partnerships. As a Senior Customer Success Manager, you will focus on building effective partnerships by driving product adoption and driving customers towards best practice adoption, and future roadmaps’ development. Your role will involve expanding relationships, simplifying processes, and acting as the bridge between customers and the OneStream ecosystem, including Product Management, Engineering, Professional Services, Education, and more.

Requirements

Minimum of a Bachelor’s degree; an advanced degree may be considered in lieu of professional experience.
8+ years in a related function with direct customer advocacy and engagement experience.
Minimum of 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales.
Prior experience in dealing with complex customers.
Understanding of corporate finance functions including financial close, planning, budgeting, forecasting, management reporting is preferred.
Team player with a bias towards action
Professional coaching skills
Professional relationship building skills
Strong organizational and planning skills
Keen attention to detail
Proven commitment to customer success and continuous delivery of product value.
Demonstrated ability to develop use cases with customers and align strategies to solutions.
Strong verbal, written, and presentation skills coupled with interpersonal expertise.
Self-starter who thrives in multi-tasking environments and adapts priorities seamlessly.
Technical problem-solving skills with the ability to rapidly resolve issues.
Familiarity with enterprise and cloud software spaces.
Capability to manage customer engagements to completion with high satisfaction levels.

Nice To Haves

Understanding of project documentation in accordance with OneStream methodology standards and guidelines is preferred.
Prior experience in SaaS applications is preferred.
Prior experience with any CPM solution (OneStream, Oracle, SAP, Anaplan, or other) is preferred.
Prior experience in delivery in complex customer landscapes is a plus.

Responsibilities

Manage overall relationships with assigned customers, ensuring adoption, retention, and renewals.
Develop multi-purpose relationships throughout customer organizations.
Develop and execute Customer Success Plans to establish critical goals and help customers achieve their business objectives and strategic goals.
Measure and monitor customers’ progress against key performance indicators, reporting internally and to customer stakeholders.
Facilitate regular meetings (weekly/monthly/quarterly/bi-annually/annually) with customers to review program statuses following the right governance at different stakeholder levels.
Own and drive strategic engagements with decision makers during regular business reviews.
Serve as a trusted advisor to customers, driving continued value from our products and services.
Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions.
Identify and develop expansion opportunities within existing accounts.
Develop a strong internal network across the entire internal ecosystem.
Advocate for customer needs across departments and manage resolutions for escalated concerns.
Identify risks within accounts and take proactive measures to manage or resolve them efficiently.
Drive customers to take part in user groups and regional customer events.
Drive Customers to build staff training and develop a center of excellence.
Ensure customers achieve continuous ROI by consulting on workflows and aligning outcomes with business goals.
Gain and maintain sound knowledge in the OneStream platform and future product offerings.
Mentor newer members of team.
Collaborate with Customer Success colleagues across your region.
Utilize customer management tools to track communication, issues, and metrics.