Lead - Customer Success

Freshworks; Paris; Sur place; EUR 40 000 - 80 000; Plein temps

Avantages offerts par ce poste

Assurance vie et invalidité permanente

25 jours de congés payés + 9 jours de repos

Programme d'assistance aux employés

Avantages de transport

Allocation pour la formation

Déjeuner offert par l'entreprise

Services de soutien fiscal à prix réduit

Résumé du poste

Une entreprise innovante recherche un Lead Customer Success Manager passionné pour rejoindre son équipe à Paris. Dans ce rôle, vous serez le principal point de contact pour nos clients, en les aidant à tirer le meilleur parti de notre plateforme. Vous développerez des relations solides avec les clients, en comprenant leurs objectifs commerciaux et en les guidant vers une adoption réussie des produits. Vous collaborerez avec des équipes internes pour garantir une expérience client exceptionnelle et serez un défenseur de notre philosophie 'Clients pour la vie'. Si vous êtes un communicateur enthousiaste avec une expertise en gestion de la réussite client, cette opportunité est faite pour vous.

Qualifications

• Minimum 5 ans d'expérience en gestion de la réussite client B2B.
• Capacité à influencer les parties prenantes de niveau C.

Responsabilités

• Agir en tant que consultant stratégique pour les clients de taille intermédiaire et entreprise.
• Développer des plans de compte pour l'expansion des clients.

Connaissances

Gestion de la réussite client

Consultation stratégique

Relations avec les clients

Présentation de produits technologiques

Analyse des besoins des clients

Compétences en communication

Formation

Expérience de 5 ans en gestion de la réussite client

Connaissance des secteurs verticaux (retail, services financiers)

Description du poste

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick-to-implement, and design software for the end user. More than 60,000 companies - from startups to public companies - worldwide use Freshworks software-as-a-service (SaaS) to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation) and Freshservice (IT service desk).

Job Description

Freshworks is looking for an exceptional addition to our Customer Success team in Paris. Being a customer champion is part of our culture and a guideline for anything we do. Our team plays a central role in this effort and is the primary driver to retain and develop our existing customers.

As a Lead Customer Success Manager, you will act as a strategic consultant and trusted advisor to our mid-market and enterprise customers. You dedicatedly engage with key partners and help them use the Freshworks platform fully. The foundation for this engagement is a precise understanding of our solution as well as in-depth knowledge of the client's business and industry trends.

• ‘Own the customer’ as the primary point of contact, demonstrate value and drive Freshworks adoption to achieve business goals.
• Work closely with Account Manager to develop Account Plans for your customers which will be the roadmap for account expansion.
• Partner with the Account Manager to help ensure expansion opportunities are identified and closed successfully.
• Work closely with professional services, support and partners to deliver seamless 360-degree support to meet customer needs.
• Be consultative and build in-depth relationships and a complete understanding of their business goals and objectives.
• Build credibility, and relationships, and influence C-level stakeholders by advocating our ‘Customers for Life’ philosophy.
• Be passionate about the products, understand the outcomes the Freshworks product and its features deliver to customer's goals; be able to quantify impact with a value assessment framework and ROI models.
• Provide coaching and education to improve adoption of the Freshworks product.
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars and blogs.
• Introduce and implement new products and features to your customers based on needs that you have uncovered in your conversations.
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers.

Qualifications

• At least 5+ years of Customer Success or related experience in a B2B environment working with mid-market and enterprise-level customers. Background as a Solution Engineer, Solution Architect or similar consultative role is a plus.
• Experience in presenting a technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions.
• Experience in proactively growing customer relationships while being curious to understand client’s business.
• Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities.
• Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus.
• Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred).
• Experience with executive business reviews and similar senior-level presentations with positive outcomes.
• At ease demonstrating product functionality; ability to provide a comprehensive overview of key business use cases.
• Experience influencing change in a complex organisation.
• Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional.
• Comfortable in a fast-paced, global team.
• Native level proficiency in French is a must.

Additional Information

• Life and Permanent disability insurance
• 25 days annual Paid-Time-Off (PTO) + 9 Rest days
• Company Funded Employee Assistance Program (EAP) for both you and your family
• Commuting Benefits
• Learning allowance
• Lunch on company
• Discounted Tax Support Services

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting