Job Title: Customer Success Account Manager (Must be French speaking)
Job Description
The Customer Success Manager is an individual contributor role within our Global Customer Success organisation. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value-added interactions, expectation management, and partnership with internal teams. As a Customer Success Manager, you will contribute to growing the book of business by effectively utilising resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital and transactional interactions, identifying and managing churn risks, and discovering growth and expansion sales opportunities.
Responsibilities
* Deal with incoming customer inquiries related to contractual, product, and other matters as well as escalations.
* Initiate outbound interaction with the customers to address existing outstanding issues, renewals, churn risks, or potential growth opportunities.
* Assist customers and local teams with billing queries and related activities.
* Assist customers and local teams with contractual amendments and related activities.
* Actively look for growth, referral, and expansion sales opportunities.
* Actively cooperate with related stakeholders and teams across the globe.
* Forecast, execute, and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, and time to resolution.
* Actively perform value-added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
* Proactively manage renewals pipeline identifying and addressing potential risks.
Essential Skills
* Experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base.
* Experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment.
* Fluent written and verbal communication in English and French.
* Excellent communication, listening, and analytical skills.
* Excellent time management, organizational, and prioritization skills.
Additional Skills & Qualifications
* Previous experience working with SAP, Salesforce, and Gainsight.
* General understanding of IOT products and solutions.
* Structured 'can-do' approach to open matters and tasks in a demanding environment.
* Methodical and conscientious documentation skills.
* Willingness to develop while identifying opportunities over self-reflection.
Job Type & Location
This is a Contract position based out of Reading, United Kingdom.
Location: Reading, UK
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