Customer Success Representative 

Rochester, Michigan    OneStream Software LLC                     

Benefits Offered                 Vision, Medical, Dental, Life, 401K 

Employment Type              Full-Time 

ABOUT THE JOB 

Our company mission statement reads as follows, "Every customer will be a reference and a success with OneStream Software."  At the center of this mission statement, are our Customer Success Representative (CSR).  CSR's focus on customer relationship retention and optimization.  Each CSR is responsible for multiple customer accounts; the number depending on such factors as the size of the customer or seniority of the CSR.  The CSR will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention.  The CSR will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various OneStream Marketplace solutions and features can meet their needs.  The CSR will also partner with other OneStream teams on initiatives that address customer needs, product utilization, and improving departmental efficiency to help meet company goals.  

The CSR team is an integration of functions and activities of Marketing, Sales, Professional Services, Training, and Support.  They are the primary point of contact for customers and must stay in close contact with the customer's evolving needs.  Sometimes referred to as a Customer Advocate, the CSR gives voice to our customer's feedback, reviews and assesses their project progress, and offers recommendations based on results.  CSR's ensure the highest level of customer satisfaction and return on investment while enhancing the customer experience.  To be successful in this role, you must be passionate about customer success, flexible, and adaptive to change.  

RESPONSIBILITIES 

Manager Customer Relationships:  

• Ensuring customer growth, satisfaction, and retention within the assigned portfolio of accounts (demand generation, on-boarding and/or customer success focused). 
• Build, maintain, and execute on account plans for each assigned account and coordinate appropriate internal resources for delivery. 
• Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support. Attend key design review sessions, review project milestones, attend key project management sessions. 
• Understand service agreement terms of each customer contract and ensure the work is completed and delivered to the customer on or before the deadline. Develop strong relationships with all key decision makers and influencers across each customer in your portfolio. 
• Uncover and mitigate any risk that threatens each customer's growth, satisfaction, or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls. 
• Educate both new and established customers on general OneStream functionalities and best practices as well as new features as they become available. 
• Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals. 
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance. 
• Keep management informed of progress and obstacles related to customer accounts, seeking feedback as necessary and responding appropriately to improve work performance and optimize customer success. 
• Become an expert on OneStream product solutions as well as customer use cases and use this knowledge to identify and solve customer pain points through adoption of new OneStream products and features. 
• Our customers are fanatical about our service, product, and team. It is your responsibility to build and maintain that customer experience for all customers in your portfolio. 
• Educate customers on any new XF MarketPlace solutions and material on OneStream Academy.   
• Use customer management tools to track customer communication, issues and metrics.  

Technical Expertise:  

• Champion customer enhancement requests by confirming the details and requirements of the enhancement and clearly articulating those details to the appropriate teams. 
• Maintain thorough knowledge of OneStream product solutions, features, and target markets and keep up with continuous product releases by participating in formal and informal trainings. 
• Work closely with product and engineering teams to ensure customer feedback is being incorporated into development decisions. 
• Demonstrate a willingness to quickly learn new tools and applications, product solutions, rules and regulations and business best practices.  

Advance Internal Initiatives:  

• Support initiatives that address customer needs, product utilization, and improving team efficiencies to help meet company goals. 
• Collaborate with other internal teams such as Sales, Marketing, and Knowledge Management to provide subject matter expertise as new products and services are rolled out to customers. 
• Provide feedback to Product Management and Engineering regarding customers' emerging or unmet product needs. 
• Enhance team efficiencies through knowledge sharing activities, mentoring new hires and assisting other team members.  

QUALITIES OF A SUCCESSFUL CANDIDATE 

Formal Education and Certification  

• Four-year college degree in fields such as (but not limited to) Accounting, Business, Finance, Information Systems, or CIS, or equivalent work experience  

Knowledge and Experience  

• Two to three years of experience in the software industry. 
• Demonstrated experience as successful Account Manager or Customer Success Representative supporting multiple customers and following up on all their needs. 
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization. 
• Personal, adaptable, and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary; must be able to multi-task and manage multiple projects, processes, programs, and procedures simultaneously while working under pressure to meet deadlines, organizational goals and initiatives. 
• Extensive experience working in a team-oriented, collaborative environment. Ability to effectively operate independently or in a team environment. 
• Ability to present ideas in business-friendly and user-friendly language. 
• Outstanding MS Office skills, specifically with Excel.  

Personal Attributes  

• Strong leadership skills. 
• Excellent interpersonal and communication skills. 
• Exceptional listening skills. 
• 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. 
• Able to exercise independent judgment and problem-solve. 
• High stress tolerance.  

OneStream Software is an Equal Opportunity Employer.