Customer Success & Account Manager – FR & EMEA

Sociabble; Lyon; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

A dynamic SaaS company in Lyon is looking for a Customer Success - Account Manager to manage and grow a portfolio of Mid-Market clients in France and EMEA. The ideal candidate should have at least 4 years of account management experience, be bilingual in French and English, and possess strong project management skills. This role offers a comprehensive onboarding experience and a hybrid work model, promoting work-life balance.

Prestations

Great Place to Work certification

Health and transportation coverage

Edenred restaurant vouchers

Vacation bonus

Flexible work environment

Team bonding events

Sustainability initiatives

Qualifications

• 4 years of hands-on experience as an Account Manager with project management exposure.
• 3 years of experience handling international EMEA clients.
• Strong service orientation with analytical and synthesis skills.

Responsabilités

• Manage the entire sales cycle for existing clients, handling renewals and upsells.
• Act as a trusted advisor to clients, guiding engagement strategies.
• Oversee project support with the Digital Project Manager.

Connaissances

Client relationship management

Sales cycle management

Project management

Analytical skills

Bilingual (French/English)

Formation

University degree in commercial digital or engineering fields

Description du poste

Overview

As a Customer Success - Account Manager you are responsible for the business strategy and development of your Mid-Market client portfolio in France and EMEA. Your mission is to ensure customer satisfaction retention and growth of strategic accounts by aligning their business challenges with Sociabbles solutions.

You are the key partner for client decision-makers (C-level Sponsors Communication HR IT) and oversee the entire customer lifecycle from onboarding to partnership development working closely with a Digital Project Manager (DPM) and liaising with Product teams.

Your role is structured around four strategic pillars.

Responsibilities

• Account management — Responsible for growing financial revenue by securing renewals and identifying growth opportunities. Build a strong network within your accounts and develop high-level strategic relationships with key decision-makers (C-level) in a business partnership mindset. Manage the entire sales cycle amongst existing clients from identifying and qualifying needs to presenting tailored solutions, handling commercial proposals, negotiations and closing deals.
• Strategic advisory — Act as a trusted advisor to clients (C-levels Sponsors Communication HR) understanding their business challenges and guiding them on engagement strategies related to communication and advocacy. Define the Success Plan alongside the DPM and ensure its alignment with the clients strategic goals. Lead regular check-ins and steering committees bringing together the clients project team and executive stakeholders.
• Driving Sociabble deployment & adoption — Oversee project support primarily executed by the DPM in charge of operational execution and technical coordination across all project phases (before during and after deployment). Ensure that project actions executed with the DPM align with the clients long-term strategic needs. Relay client feedback to the Product teams to contribute to platform improvements. Proactively suggest internal process enhancements to optimize the customer experience.
• Inspire manage & share knowledge — Coordinate with the Digital Project Manager to ensure a clear division of responsibilities and create an efficient dynamic working environment. Embody Sociabbles values fostering a culture of excellence and collaboration among colleagues and clients.

Qualifications

The ideal Candidate

Education & experience

• University degree in commercial digital or engineering fields
• 4 years of hands-on experience as an Account Manager with project management exposure
• 3 years of experience handling international EMEA clients
• Sales & account management expertise
• Strong background in long and complex sales cycles using various methodologies
• Proven ability to manage multiple projects simultaneously in a fast-paced environment
• Full sales cycle experience: renewals upsells cross-sells and negotiations

Languages & work Style

• Fluent in French (C2) and English (C2) mandatory
• Highly autonomous self-motivated and results-driven
• Strong team player able to collaborate effectively across teams and departments
• Proactive mindset taking initiative and anticipating client needs

Stakeholder engagement & client relations

• Skilled at engaging with C-level executives HR Directors Communication Directors and Project Managers
• Ability to build and maintain long-term strategic relationships including with large accounts
• Strong service orientation with a mix of analytical and synthesis skills

Essential skills & knowledge

• Expertise in new technologies SaaS and digital transformation
• Deep understanding of internal communication social networks and community management
• Team management experience is a plus while not mandatory prior leadership or mentoring experience is highly valued
• Mandatory experience (please note that applications that do not meet these criteria cannot be considered)
• Minimum 4 years in a related position including experience handling US customers
• Fully bilingual in English & French (C2 level required)
• Proven experience managing the full sales cycle (renewals upsell cross-sell negotiation)
• Ability to manage multiple complex projects simultaneously
• Demonstrated expertise in High-Touch portfolio management

Additional Information

• Our perks : Join an international Scale Up SaaS thats certified as a Great Place to Work and as a Best Workplace for 2023.
• Explore your new role with personalized and comprehensive onboarding followed by workshops Friday trainings and year-round training sessions!
• Enjoy benefits designed for your well-being at work : beyond healthcare and transportation coverage benefit from Edenred restaurant vouchers a vacation bonus RTT and the Leeto benefits platform.
• Find your perfect balance with hybrid and flexible work all while reuniting with your team in the new Confluence district in Lyon (with parking available).#LI-Hybrid
• Connect with your colleagues through numerous events : afterworks team buildings town halls.
• Choose a committed company : partnership with Tree Nation where each Sociabble employee plants trees to offset their CO2 emissions.
• Embody our values : kindness ambition humility. At Sociabble we are Bootstrappers.

Our recruitment process :

• Video meeting (45 minutes) via Teams with Lousia Talent Acquisition.
• Manager interview (1h30) with Adrien Customer Success Director
• Simulation (1h) in our Lyon office with Adrien & Laura Chief Customer Officer.
• Informal meeting with Laura (15 minutes)
• Reference check

Important information before applying :

Permanent Position

Based in Lyon

All your information will be kept confidential according to EEO guidelines.

Remote Work : No

Employment Type : Full-time

Key Skills

Business Development,Cement Plant,Business Support,Data Analysis,ASP

Experience : years

Vacancy : 1