Software Development Engineer, AWS Security SecDevOps

Amazon Technological Services SAS; Palaiseau; Sur place; EUR 40 000 - 80 000; Plein temps

Résumé du poste

An established industry player is seeking a dedicated Customer Success Manager to join their dynamic team in Paris. In this role, you will manage a diverse portfolio of clients, ensuring their satisfaction and success with the company's innovative software solutions. You'll leverage your problem-solving skills and analytical mindset to enhance client engagement and drive adoption of the product. With a strong emphasis on collaboration and communication, you will work closely with various teams to foster long-term relationships and promote the company's values. This is a fantastic opportunity to grow within a vibrant, multicultural environment while making a meaningful impact in the financial services sector.

Prestations

Work-from-home budget

Wellness package

Paid parental leave

25 vacation days and 8 RTT

Office near l'Opéra

Training & professional development

Company events

Healthcare (mutuelle - Alan)

50% transportation reimbursement

Tickets restaurants (Swile)

Qualifications

• 2+ years experience in customer success or related field.
• Excellent communication skills in French and English.

Responsabilités

• Manage a portfolio of clients and oversee escalations.
• Analyze client usage statistics to enhance satisfaction.
• Collaborate with sales teams to identify growth opportunities.

Connaissances

Customer Success Management

Problem-solving

Communication Skills

Data Analysis

Client-centric mindset

Formation

Bachelor's degree or equivalent experience

Outils

Microsoft Office

Salesforce

Planhat

PowerBI

Notion

Description du poste

Description de poste

Company Introduction

UpSlide is the number one productivity solution provider for financial services. Our software enables leading firms like Citi, KPMG, and BNP Paribas to automate repetitive work in Microsoft Office and focus on value-generating work instead. We’re scaling up our global business with 160+ employees across offices in New York, London, Paris (HQ), Singapore, and Berlin.

Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value :

Excellence : We think that every detail counts, and we place great importance on the quality of our deliverables.

Trust : We are passionate, committed, and free to act with autonomy.

Happiness at work : We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team

The French Customer Success Team was created in April 2023 to help us achieve our business goals : Ensure our clients use our tool, are satisfied, and renew their contracts.

Team members : Valentine, Chloé, Elise, Anne-Gaëlle & you :)

You will also be part of a global community of 20 CSMs!

Our team rituals : Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.

Team goals

Here is what the sales funnel looks like at UpSlide :

Business Development Associates : Client prospection

Account Executives / Account Managers : Contract signing & renewal signing

Consultants : Help clients implement the tool

Customer Success Managers : Focus on adoption, client satisfaction, account expansion, and long-term relationship nurturing

Your responsibilities ️

Delivery (60%)

Manage a portfolio of French and international clients (Southern Europe and Benelux)

Oversee escalations for assigned accounts

Monitor the evolution of the assigned portfolio

Foresee risks in projects / initiatives and be prepared to mitigate these risks

Track margins, active ARR, deliverables, invoicing milestones, and change requests

Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs

Lead business reviews and introduce your client to new features relevant to their use case

Organize webinars to train your clients on specific features

Assist in creating training courses and educational materials for our clients

Promote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide’s benefits and value

Collaborate with Account Managers to identify opportunities for growth

Data analysis (25%)

Analyze your clients’ usage statistics to boost it

Collect and process customer feedback

Optimize existing processes within the company and actively enhance customer success initiatives

Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter

Organize events to promote UpSlide

Collaboration (15%)

Work closely with the Sales teams to identify opportunities

Lead workshops with our Product team to represent your clients’ voice

Spread CSM knowledge amongst your peers

To work on these tasks you will mainly use the following tools : Microsoft Office, Salesforce, Planhat, PowerBI, Notion

Your goals

What you will be assessed on :

Net retention rate (NRR)

Churn rate

We strongly believe in helping our employees grow within the company and have built a clear career path.

You are a great fit if you have :

Two + years of experience in customer success / customer service or a related field

A client-centric mindset

Excellent written and verbal communication skills in French (80% of the job is in French)

Excellent written and verbal communication skills in English (minimum C1)

Strong problem-solving skills

Ability to work independently and as part of a team

Interest in leveraging data, analytics, and automation to drive ROI

Exceptional ability to communicate and foster positive business relationships

An eye for detail

We’d love it if :

You have previous client-side experience in financial services

You can switch contexts quickly and easily and are skilled in managing multiple priorities at the same time

You are proficient in Microsoft Office

If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.

Recruitment process

Interview with a Customer Success Manager [45’]

In-person case study review with Juliette, your future manager and a team member [1h15’]

Video interview with Aurore, CRO [30’]

Reference check to help us onboard you

What we offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company!

International environment : Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries

Hybrid work : 2-3 days / week hybrid work policy

Work-from-home budget : €500 WFH equipment budget

Training & professional development : High-quality programs and continuous training, supplemented by an annual stipend for external learning resources

Wellness package : 50€ per month for physical and mental wellness activities

Parental leave : Paid parental leave for the birthing / non-birthing parent and help for parents of children under seven

Beautiful office : Office near l'Opéra (1er arrondissement) – a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea / coffee, etc.

Holidays : 25 vacation days and 8 RTT (with one taken for Solidarity Day)

Company events : Office socials and international company events

Compensation : Competitive package

General : Tickets restaurants (Swile), healthcare (mutuelle - Alan), transportations (50% reimbursed)

More about UpSlide

On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture

You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person

UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment.