International Customer Management Support Specialist (gn)

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SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en

An International Customer Management & Support Specialist (gn) works closely with the SoftwareOne sales teams and customers throughout the onboarding process to provide exceptional customer service, manage customer goals, expectations, and identify new opportunities within the account for SoftwareOne to expand its footprint.  This role collaborates with Sales, Finance, Procurement, Operation, B2B Integration, PyraCloud and the Services team. The International Customer Management & Support Specialist provides trainings on the setup of Global/International Customers in NAV and supports the Account Teams on how to manage the customers. This role is responsible for Global/International Onboarding projects, ensuring PyraCloud is functioning, cleansing all relevant data and to ensure that the sales community is supported in international trade. 

Roles & Responsibilities: 

• Understand client’s goals/requirements and communicates them effectively to internal onboarding teams 
• Identify opportunities for SoftwareONE to provide additional value-add services, such as SAM, TS and SPS 
• Establish and communicate clear achievable objectives 
• Coordinate global partnership guide creation with key internal teams including Sales, Operations, Finance and relevant GSDC teams (Enterprise Sales Support team) 
• Manage the creation of the  customer account in Navision and on the PyraCloud Platform; responsible to check on the proper contract import/creation, assisting with the proper customer discount group creation and management 
• Proactively identify issues and risks that can affect or delay onboarding and escalate them as needed 
• Assisting with global customer support setup (local CCOE or GSDC Enterprise Sales Support) 
• Authorise and create WW Customer Discount Group 
• Generation of quarterly business reporting for worldwide customers 
• Assist with the creation of PyraCloud access from a world wide access capacity 
• Act as a facilitator to cleanse data within the ERP system to support PyraCloud base activation and customer access 
• Acting as reference point/escalation between C-BDM/GAM/IAM and local ISE’s in region   
• To provide training to the sales and operational teams 
• Daily management of group inboxes to ensure a prompt an efficient service is offered 
• Provide support for Sales and Operations on international processing issues 
• Assist with Request for Proposals (RFPs) on major or international accounts 

Qualifications & Skills:

• Experience with project management desirable
• Software licensing experience
• Experience supporting an international business
• Highly motivated and results oriented
• Has a positive attitude, shows initiative and is able to meet deadlines
• Excellent customer service skills
• Strong presentation, communication, organization, multitasking, and time management skills
• Ability to work independently, as well as collaborate with a team
• Demonstrated problem solving and consultative skills
• Strong analytical skills
• German language skills 
• Bachelor’s degree (Desirable)