(Junior) Customer Success Manager (m/f/d)

JustRelate Group; France; Sur place; EUR 40 000 - 60 000; Plein temps

Avantages offerts par ce poste

Politique de télétravail agréable

Chèques-repas et subventions de transport

Formation professionnelle

Bibliothèque d'entreprise et achat de livres

Célébrations d’événements spéciaux

Cours de langue pendant les heures de travail

Dîners d'équipe et événements globaux

Résumé du poste

Une entreprise technologique recherche un(e) spécialiste de la réussite client pour promouvoir la plateforme Home et assurer la satisfaction des utilisateurs. Le candidat idéal devra avoir entre 1 et 10 ans d'expérience en gestion de comptes ou relations B2B, avec une forte capacité à communiquer et à collaborer avec plusieurs équipes. Les compétences en outils CRM et la maîtrise du français et de l'anglais sont essentielles. Ce poste offre un environnement accueillant et des avantages comme des repas subventionnés et des formations professionnelles.

Qualifications

• 1 à 10 ans d'expérience en succès client, gestion de comptes ou relations B2B.
• Expérience dans un environnement SaaS ou technologique est un plus.
• Langue maternelle française et maîtrise professionnelle de l'anglais.

Responsabilités

• Présenter la plateforme Home aux utilisateurs existants.
• Collaborer avec les Responsables de Compte pour favoriser les ventes.
• Surveiller les indicateurs de risque de désabonnement.
• Élaborer des rapports détaillés sur l'adoption des outils.

Connaissances

Excellentes compétences en communication

Esprit client

Compétences analytiques

Compétences en négociation

Outils

Outils CRM

Description du poste

1. Launch and Adoption of the “Home” Platform

Present the newHome platform to all existing users.

Support clients in adopting, using, and optimizing the platform.

Create and monitor personalized adoption plans for each client.

Identify adoption barriers and propose corrective actions.

Track and analyze usage and adoption metrics by user and company.

2. Commercial Development – Cross-sell and Upsell

• Identify cross-sell opportunities from Email Builder clients to other group tools in the French market.

Collaborate with Account Managers to drive:

Upsell: sale of new licenses.

Cross-sell: adoption of other group solutions.

Service offerings: on Email Builder and other tools.

• Identify and document specific client needs to enhance the service portfolio.

3. Churn Prevention and Customer Satisfaction

Monitor churn risk indicators and act proactively.

Maintain regular follow-up with key accounts to ensure satisfaction.

Identify opportunities to increase delivered value to clients.

Work closely with Product and Customer Care teams to resolve recurring issues.

4. Analysis, Reporting, and Strategic Insight

Implement detailed and accurate reporting on:

• Tool adoption by users.
• Provide a strategic view of customer needs and adoption trends.
• Contribute to product decisions and continuous improvement initiatives based on customer data.

5. Cross-functional Collaboration

Collaborate with the following teams:

Account Management: for license sales, upsell, and services.

Customer Care / Support: to improve satisfaction and resolve issues.

Product: to relay customer needs and contribute to product evolution.

Marketing: for communication on new features and the Home platform.

Your Skills

Soft Skills

Excellent communication and interpersonal skills.

Strong customer-centric mindset.

Analytical and problem-solving abilities.

Ability to manage multiple customer accounts simultaneously.

Negotiation and influencing skills.

Experience

• Proficiency with CRM and collaboration tools.

1-10 years of experience in Customer Success, Account Management, or B2B Customer Relations.

Experience in a SaaS or tech environment is a plus.

Languages

French native speaking.

Professional proficiency in English (written and spoken).

Proactive and autonomous.

Well-organized with strong prioritization skills.

Team-oriented and collaborative.

Strong empathy and active listening skills.

• Friendly home office policy.
• Meal vouchers and transportation subsidies.
• Professional training.
• Company library with the possibility to buy new books.
• Celebrations of special events e.g. marriage, childbirth, work anniversary.
• Language courses during working hours.
• Local team dinners and global team events: Summer Party and Christmas Party.