Détails de l'offre
The start up revolutionizes the way large industrial companies run their operational processes. By transforming paper-based procedures into a SaaS mobile first platform, field workers are now connected with machines, SIs and Teams which makes them more productive than ever before.
Leading companies such as Total, Engie and SNCF rely on them to dramatically increase their productivity, produce better products and services, while accelerating their Digital Transformation towards Industry 4.0.
Backed by top VCs such as Hi Inov, Partech Ventures, or Axeleo Capital, we are experiencing a very strong growth fuelled by a massive market opportunity
The role of Customer Success Manager is to drive customer adoption and value to make the customer lifetime longer and greater !
You will be part of our Customer Success Team and working closely with our Sales and Product teams. You will manage a client portfolio from implementation to renewal and will be responsible for collaborating effectively with both customers and internal cross-functional teams to drive results, client satisfaction and client revenue retention.
At the crossroads of Sales, Ops and Tech departments, you will have to:
1. Ensure successful deployments
Create and own full project implementation plan per each customer you onboard
Bring the software expertise to our customers
Lead the setup of the solution in direct or with a partner
Guide customers with change management strategies and best practices
2. Drive value for customers
Deeply understand our customers’ objectives and become a trusted right-hand advisor
Uncover and mitigate any risk that threatens customers’ growth or satisfaction
Define, drive, and demonstrate the value (ROI) delivered
3. Increase adoption
Detect and promote new use cases in order to broaden the use of the solution in the best way possible (bring expertise, work on the accounts to develop use cases, etc.)
Engage customers in the Users community
Be the voice of the customer in the company (share new features’ ideas & usability issues)
4. Ensure renewal and foster Expansion
Qualify and address with diligence any problematic impacting renewal
Identify customers with up-sell/cross-sell potential : set-up and implement an appropriate strategy to bring additional value to the customers and increase retention
Partner closely with Sales counterparts to help achieve renewal targets and identify growth opportunities
At least 2 years of experience in Onboarding, Implementation, Customer Success or Account Management in a SaaS company
Fluent in English and French
Proven track record of managing multiple concurrent projects with varying complexity levels
Customer oriented, empathy and care regarding customer problems or needs, but also knowing how to say “no”
Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
Great problem solving skills, taking a consultative approach to finding the best solution
Curiosity, Grit, Persistency