Snow Software is the global leader in technology intelligence solutions, ensuring the trillions spent on all forms of technology is optimized to drive maximum value. More than 4,000 organizations around the world rely on Snow's platform to provide complete visibility, optimize usage and spend, and minimize regulatory risk. Headquartered in Stockholm, Snow has more local offices and regional support centers than any other software asset and cloud management provider, delivering unparalleled results to our customers and partners.

Manage and develop a designated set of key customers to ensure these customers achieve their desired outcomes and have the best in class experience in partnering with Snow. Maximize customer retention and advocacy and drive product adoption and expansion.

Key accountabilities and decision ownership

• Engage closely with the Program Lead and Executive Sponsor at each customer, as well as other strategic leaders that influence the direction of the program and implement a mutually agreed success plan, establish quarterly business review and executive business review meetings to ensure continuous customer success.
• Act as the voice of the customer internally. As the steward of the customer relationship, a CSM is expected to work cross-functionally with Marketing, Sales, all Professional Services service lines, Support, Product Management, and Engineering to ensure a consistent and strong customer message is embedded in our processes.
• Identify software radiation opportunities, partner with Sales to successfully close such opportunities, and partner closely with Professional Services to ensure Snow delivers appropriate Implementation and Consulting project work and Training services to drive the required business outcomes.
• Diagnose program risks and take action to solve or mitigate such risks, including watchlist process and customer adoption of Snow best practices where applicable.
• Assigned to key / named accounts with responsibility for up to 20 customers

Core competencies, knowledge and experience:

• Excellent customer relationship skills and able to have conversations with both individual contributors but also able to discus and influence with C-Suite executives.
• Excellent interpersonal, communications and people/stakeholder management skills
• Excellent time management, decision making, prioritization and organization skills
• Team player and promote a spirit of cooperation and teamwork

Must have technical / professional qualifications:

• Proven track record as Customer Success Manager, Technical / Account Manager or Senior Consultant / Presales Engineer
• Fluent in English and location-based language where applicable, both in written and spoken communication
• Understanding of Software Asset Management (SAM) and SAM tools, IT Service Management and certification such as ITIL v3
• Deep understanding of value drivers and recurring revenue models
• Gainsight Customer Success Fundamentals or equivalent certificate
• Bachelor degree or equivalent required

Snow Software is an equal opportunity workplace and an affirmative action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.

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