Sr Entreprise Customer Success Manager
Heap
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See open jobs at Heap.See open jobs similar to "Sr Entreprise Customer Success Manager" Menlo Ventures.Customer Service, Sales & Business Development
Paris, France
Posted on Jul 22, 2024
As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to ensure that customers achieve their strategic business goals and realize value from their ContentSquare product, ultimately translating into renewal and upsell of the client’s subscription. The CSM will build and maintain strong relationships with multiple contacts within the assigned customers, including executive roles.
The CSM will be responsible for driving adoption and utilization across their customer base. In this role, the CSM will work closely with cross functional ContentSquare teams (Sales, Product, Customer Services, Marketing, Customer Care, Engineering, etc.) and will be required to build and maintain strong working relationships within those teams and help drive renewals to a successful completion. Ultimately the CSM will own the customer’s post-sales experience and serve as an escalation point for issues that impact the customer’s success.
What you will do:
Strategic account management:
● Map all strategic contacts and entities among each of your key accounts.
● Develop strong, trusted and long-term relationship with both sponsors and C Level (very strong intimacy with 2 key decision makers with a shown trusted advisor position: events, consultancy on other topics than UX, advocacy for prospection).
● Build a data-driven success plan for each step of the customer journey accordingly to your client Key Business Objectives.
● Grow each individual account to expand both adoption and regular (at least quarterly) value demonstrations through time.
● Drive renewals to a successful completion and help build upsell strategy (from the very beginning of the relationship), in close collaboration with Sales.
● Influence your client into becoming Contentsquare true advocate through public speaking events, co-creation product projects, etc.
● Identify the clients’ tools ecosystem and work with Partner, Openness and Professional Services teams internally to improve Contentsquare stickiness, by driving high value connectors inline with the clients objectives, if existing, handle the development and deployment of the project (with all collaborators: Product, Third party, Client, Sales).
Operational excellence:
● Pro-actively measure and follow your portfolio performances to anticipate and intensify all potential critical situations.
● Through critical thinking, challenge and help strengthen existing processes.
● Best in class adoption and usage of all Customer Success tools and reporting (Gainsight follow up, Account planning,...).
● Continuously improve value methodology, renewal process and global market knowledge to support both internal and external enablement.
Advocacy:
● Become a Contentsquare ambassador, both internally and externally.
● Know the market ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments.
● Act as a public speaker: internally and at clients' and prospection events.
We'd love to meet with you:
● You're fully proficient in French and English (majority of French and international clients).
● Confirmed experience in High-Touch Customer Success/Account Management/Senior Consulting positions (min 5 years).
● You know how to build long-term client relationships (with both C-level and operational),with a passion to act on client business decisions and goals.
● Exceptional written and oral communication skills (structured, synthetic and engaging).
● Diplomacy, assertiveness and influence skills, to drive issue resolution with cross-functional teams in a matrix organization (internally and externally).
● Experience with Digital Solutions and very good knowledge of the Analytics, A/B test and Data businesses.
● Demonstrable ability to take ownership and be proactive.
● Very structured working approach, ability to deal with several different activities in parallel.
● Ideally, experience teaming with sales organizations to achieve business goals.
● Ideally, you have experience in subscription based/SaaS Solutions, or you understand the challenges related to SaaS business model.
This job is no longer accepting applications
See open jobs at Heap.See open jobs similar to "Sr Entreprise Customer Success Manager" Menlo Ventures.