Learning Customer Success Manager

Jobtailor; Paris; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Jobtailor in Paris, France, is seeking a Customer Success/Account Manager to be the voice of customers, manage a large portfolio, and drive adoption, retention, expansion, and satisfaction.

You will leverage customer data to prioritize outreach, partner with clients to define strategic goals, and work with Sales, Product, Engineering, Marketing, and Operations to deliver outcomes. This role requires French native and English bilingual proficiency, and a proactive, solution-focused mindset.

Qualifications

• Excellent written and verbal communication.
• French native and English bilingual proficiency in written and spoken.
• Learning mindset with curiosity, adaptability and desire to improve.
• Solution-oriented, highly organized with structured approach to complex issues.
• Obsessed with driving customer outcomes and frontline-first thinking.
• Proactive and hands-on with initiative.

Responsabilités

• Be the voice of your customers.
• Manage a large portfolio of accounts, focusing on adoption, retaining, expanding and satisfaction.
• Leverage customer data to prioritize outreach and proactively address issues.
• Partner with customers to understand strategic goals, priorities, and desired outcomes.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address customer needs.

Connaissances

Portfolio management

Customer success

Communication

French (native)

English bilingual

Problem solving

Project management

Description du poste

Responsibilities

• Be the voice of your customers.
• Manage a large portfolio of accounts, focusing on growing adoption, ensuring retention, expansion and satisfaction.
• Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
• Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
• Work with them to build and execute on a success plan and key performance indicators.
• Provide coaching and best practices to improve the adoption and expand usage into new use cases.
• Interact and engage with customers on all levels and different personas.
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio.
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
• Contribute continuously to the overall improvement of internal processes.

Qualifications

• Outstanding written and verbal communication and in-person presentation skills
• French native and English bilingual proficiency in written and spoken is a must
• A learning mindset: you’re curious, adaptable and always strive to improve
• Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
• Your obsessed with driving customer outcomes and think frontline first
• Taking initiative and having a hands-on mentality
• Positive and constructive attitude, passionate about customer success and energized by helping others
• Strong relationship-building skills, consulting skills and technical curiosity
• Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
• Ability to handle difficult customer situations and set expectations
• Experience in change- and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs
• Experience in conducting in-person or online workshops