Customer Success Manager Junior F/H

Cenareo; Toulouse; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

Cenareo recherche un Junior Customer Success Manager pour rejoindre son équipe. Le candidat idéal gérera un portefeuille de clients, garantira leur satisfaction et analysera leurs besoins pour maximiser la valeur de l'utilisation des produits Cenareo. Ce rôle est caractérisé par des défis dans un environnement rapide, requérant un esprit positif et un bon sens du travail d'équipe.

Qualifications

• 2+ ans d'expérience en gestion de la relation client dans un environnement SaaS.
• Compétences en gestion de projet, capacité à analyser les besoins.
• Fluente en français et anglais.

Responsabilités

• Gérer environ 20 comptes, maximiser l'utilisation des plateformes Cenareo.
• Développer et maintenir des relations clients saines.
• Servir de voix du client pour représenter leurs besoins.

Connaissances

Gestion de la relation client

Identification des besoins client

Analyse des besoins

Gestion de projet

Esprit d'équipe

Description du poste

Vision and objectives

We are looking for a Junior Customer Success Manager to join our amazing Customer Success team. Our team works cross-functionally with just about every team from Sales to Product to Delivery & Support to deliver a unified and world-class customer experience.

You are the primary link between Cenareo and our customers. You ensure that Cenareo customers make the best possible use of the Cenareo platforms, equip them to pursue their strategic objectives, and help them achieve their desired business goals.

You manage around 20 accounts ranging from 15 to 60 k €.

Exciting?

We think it is too... But one word of caution. This role isn’t for everybody. Why?

• Because our culture encourages us to go further, the whole CS team is led by a growth mindset. And you will need to be too.
• Because our CS team is constantly questioning itself to get better and learn. And you will need to be too.
• Because we have a very demanding leadership, hungry for success. And you will need to be too.
  
  

Still interested? Do read on

Your mission at Cenareo

SUSTAIN BUSINESS GROWTH AND PROFITABILITY BY MAXIMIZING THE VALUE - 50%

• Empower Cenareo customers to improve their digital signage communication and achieve business objectives through the adoption of Cenareo (thanks to KPI with the BI’s support)
• Define and implement the right strategy for your client portfolio to ensure retention and detect upsell
• Manage risks of churn on your accounts and define the appropriate action plan
  
  

DEVELOP HEALTHY CUSTOMER RELATIONSHIP - 20%

• Conduct the Customer Success Programm for each account (Business Review, calls, Exec meeting, etc).
• Drive adoption, improve customer satisfaction and cultivate Cenareo advocates to generate new business for the sales team
  
  

BE THE VOICE OF THE CUSTOMER - 10%

• Serve as the internal voice of the customer and advocate for your clients’ needs providing feedback to the other teams (services, support, product management, executive alignment)
  
  

EVALUATE AND ANALYZE CUSTOMER NEEDS - 10%

• Calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives
  
  

ENSURE, DEVELOP KNOWLEDGE AND LEARNING - 10%

• Consistently gather knowledge and define the industry’s best practices
• Gather and introduce new and relevant tools and information on factors such as, documentation practices, scalability, KPI...
• Participate in continuing education and training to remain on top of the best practices
  
  

Profil Recherché

Your qualifications, experience, knowledge, skills

• You like managing customer relationship : at least 2+ years experience as a CSM
• Compulsory : You’ve already worked in a SaaS/Software environment, in the communication sector
• You're good at identifying and analyzing customer needs, you can do a root cause analysis
• You have project management skills : managing deadline and deliverables, planning projects, assessing risks and opportunities, troubleshooting problems
• You have a strong team spirit with a positive mind-set
• Sensitivity for video or communication background is a plus
• You feel good in a challenging and fast-paced working environment
• You speak fluent French and English
  
  

Recruitment process

• Interview with the Talent Acquisition Manager
• Interview with the Manager + Business Case
• Interview the Head of HR