Depuis 1999, Scaleway, filiale du groupe Iliad, figure parmi les leaders du cloud computing Européen.
Nous proposons à nos plus de 25 000 clients un catalogue diversifié de 80 produits dédiés à la création, au déploiement et à la mise à l'échelle d'applications de pointe.
Forte d'une équipe dynamique de près de 600 collaborateur(ice)s issus de tous horizons, notre entreprise offre un environnement de travail stimulant et international où se mêlent créativité, innovation et excellence technique.
Situés à Paris et Lille, nos bureaux sont des hubs d'échanges uniques, favorisant la coopération quotidienne de nos Scalers. Ensemble, nous partageons une vision commune : contribuer à la création d'une industrie numérique plus responsable
About the job
In order to participate in Scaleway's ambitious international growth, Scaleway is recruiting a Startup Success Manager who will support our Startup Program by helping our Customers in adopting our solution and uncovering new opportunities.
We are seeking a Startup Success Manager to help our Startup Customers to reach their full potential and find their best return on investment (ROI) from using Scaleway. You’ll be a key stakeholder at the heart of a thriving business, while discovering all aspects of the essential role of CSM, and the dynamic of a strong Revenue team.
As a Startup Success Manager, you own the relationship of our Startup Program. You will deliver and provide platinum services that help Scaleway’s customers adopt, optimize, and accelerate the benefits of their solutions and services (strongest ROI).
The Program Lead will need to have a strong focus and passion for driving adoption, customer retention and customer satisfaction. As well as being comfortable playing a leading role when coordinating across Scaleway internally to deliver on success and improvement plans. You will also enjoy speaking with all customer contacts at all levels, from entrepreneurs, individual contributors to the C-suite.
After your initial onboarding, we expect you to create, implement and scale adoption strategies linked to customer’s business outcomes. Thanks to the former planning, you will work with customers and across internal teams, including product owners, to improve solutions and services and meet adoption objectives.
As a member of the Revenue Team, you will have the ability to lead conversations related to expansions where applicable including upsell and cross-sell opportunities.
Reporting to our CSM Leader, Nadia Arhmir, you'll contribute to the team's mission of the growth of our client’s portfolio and bring more revenue.
Responsibilities
- You are accountable for the success of the retention and adoption of our solutions at the end of the Startup Program
- Advise our customers on how to better use our products and increase their satisfaction. In addition to developing and nurturing the relationship and retention. Always on the lookout for the best interest of clients while finding upselling and cross-sell opportunities.
- Be the privileged contact point for customers on a regular basis (multi-channel) and provide customers with all information related to their usage.
- Collect and consolidate customer feedback and collaborate with the Product team to help improve the productWork closely with Key Account Managers to ensure expansion of our highest potential accounts. And build the client’s success plan to achieve their targets according to the customer journey.
- Adopt a data-driven approach in the management of your portfolio.
- Become an expert of the solution from a technical and business point of view.
- Challenge yourself to grow into the role that Scaleway needs tomorrow by pursuing continuous professional development.
Minimum Qualifications
- Being able to communicate with customers & colleagues, in French and English.
- You have ideally a first working experience (full time role, internship or student / summer job) in a customer facing role.
- Active listening skills and patience for consistently providing a fantastic customer experience.
- Dynamic and at ease on the phone, you are an excellent communicator.
- You are a team player who inspires trust, ready to take initiatives and battle for user satisfaction.
- You don’t take “no” for an answer, you are resilient, and are ready to join Scaleway’s adventure.
- You are organized and know how to prioritize your workload. You love to learn every day. As well as being a fast learner and curious.
- Solution oriented mindset, looking for opportunities to improve and conduct change.
- Passionate about the future of cloud computing, startups or dynamic environments.
The Recruitment Process
During your recruitment, we hope to introduce you to the colleagues, leaders & team members with whom you will be working, as well as to provide realistic expectations for what you can expect to accomplish during your time with us:
- Let's get to know you: Nadia Arhmir, CSM Leader
- Take-home assignment: Customer Success Use case
- Meet with our VP Sales, Doreen Pernel
Experienced CSM will be presentMeet the whole Revenue team: join us for lunch in Paris or virtuallyOffer.
We're excited to get to know you, and hope you'll be excited to meet us as well.
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