As part of our growth, we seek an Enterprise Customer Success Manager to oversee our Enterprise Accounts.
Customer Success Management Missions:
- Manage our Enterprise Accounts (1500 - 15000 MRR)
- Navigate complex organizational structures to establish and nurture strong relationships that facilitate usage and drive success with Didomi’s technology
- Work with our onboarding team to ensure a seamless transition from onboarding to continuing support minimizing churn and fostering customers loyalty
- Develop solid relationships with users of our platform on a daily basis, providing training to make them product experts
- Ensure a high adoption rate (for example with operational and methodological training for key accounts)
- Guarantee our proof of value (ROI): reports, calls, meetings, Business Reviews, workshops
- Develop a deep understanding of Planhat technology to help create best practices for customer success (e.g. support the creation of customer best practices)
- Design and present executive business reviews and strategic success plans for key stakeholders to demonstrate how tactical strategies are delivering positive business outcomes
- Maintain a profound market and industry knowledge, including relevant stakeholders and decision makers in the industry
- Help to collect feedback, reviews, case studies (ambassadors program)
- Be the Customers’ voice for improvement and development of new features
- Answers our clients’ needs, questions, concerns
- Identify portfolio development opportunities in partnership with the KAM team
- Maintain a very high level of customer satisfaction
Project Management Missions:
- Manage our Enterprise Accounts and the long term account strategy
- Planning management, coordinate internal teams, internal / external communication
- Be a functional expert of Didomi
- Contribute to data interpretation on the platform
Skills:
- Bac+5 (business school, law school or engineering school)
- You have 3 to 5 years of Customer Success or consulting experience
- Experience providing insights, building relationships with, and driving value to C-Level contacts with enterprise accounts in a B2B environment
- Experience building, analyzing, and interpreting customer data to influence stakeholder decision making
- Client facing experience within a SaaS software company is required
- Significant project management experience and/or formal certifications (PMP, Agile, etc)
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Ability to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizations
- You speak French and English fluently, another language is a plus
- You have excellent communication skills
- You are energetic, enthusiastic, self-motivated, open-minded, client-oriented
- You are autonomous, proactive
- Knowledge of HTML, CSS, and JavaScript is a plus
Recruitment Process:
- 1- HR screen with our Senior Talent Acquisition Manager (15min)
- 2- ITW with one of our lead CSM (45 min)
- 3- Case study with manager & one team member (30-45 min)
- 4- Last ITW with our CS Director (20-30 min)
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The information collected from your application is subject to data processing on the basis of the performance of pre-contractual measures. The processing is intended for the management of applications for positions at Didomi. The fields marked with an asterisk are mandatory. Failure to complete them will result in your application being impossible to process. The recipients of the data are Didomi’s Human Resources team and other people in the company who are involved in the recruitment process, as well as their service providers. The data provided will be kept on our records for a period of two years, beginning from the last contact Didomi has with the candidate. In accordance with the applicable legislation you have the right to access, rectification, deletion, opposition. In case of disputes, you have the right to refer to the Commission National de l'Informatique et des Libertés. You can exercise your rights by contacting the data controller at the following address
[email protected]
