Customer Success Manager - French Speaking
Varicent
- London
- Permanent
- Full-time
- Serve as the main point of contact and liaison between clients and Varicent
- Represent the voice of the customer to provide input into every core product, marketing and sales process
- Lead renewals and expansion opportunities for their customers.
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping to grow our customer base
- You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.
- Facilitate workshops with customers on best practices, including sponsorship, governance, operating model, adoption, internal champions network, platform maturity, and adoption techniques.
- Facilitate Executive Business Reviews with decision makers
- Contribute to the library of customer success assets, customer references, case studies
- Empower customers to connect their goals and challenges with the solution
- Build, own, and execute client success and engagement plans
- Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities
- 7 years of technical/professional experience in a SaaS or software company with a minimum of 5 years customer success or account management.
- Fluent in French and English
- A passion about the future of work and positively impacting the working lives of people in large organizations
- A proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty.
- Experience implementing and supporting large scale technology solutions at Fortune 500 companies.
- A passion for building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners, administrators, developers, and day-to-day users of software.
- Demonstrated track record of handling large enterprise accounts with multiple stakeholders
- Strong operational background with the proven ability to define and leverage business metrics to drive the customer journey. Track record of delivering results above expectations
- A high level of accuracy and attention to detail
- Excellent communication and interpersonal skills
- Experience using a CRM such as Salesforce and a customer success tool like Totango with daily skills in Microsoft PowerPoint, Microsoft Excel, and Microsoft Word
- Experience negotiating contracts and managing renewals
- Proven account management/strategic planning experience
- 1-3 Months
- Get to know your leaders, teammates, customers
- Learn the tools and processes that support the CS function
- 3-6 Months
- Establish trust and relationships with all of your key accounts
- Understand and support the department's strategic priorities
- 6-12 Months
- Become a trusted advisor to each of your customers to increase retention and build customer advocacy
- Support and advise your customers on key strategic initiatives
- Contribute to and improve Varicent's profitability