Customer Success Manager - Europe

Discipline: E-commerce / Retail, Engineering & Manufacturing , IT & Telecoms , Management & Consulting , Merchandising & Purchasing , Sales, Customer Service & BD, SCM, Logistics & Procurement
Job type: full time
Salary: Depending on experience
Contact name: Marie Swarbreck

Job ref: JOB_000768[662]
Published: about 2 months ago

A dynamic and international SaaS company is looking for a Customer Success Manager based in Europe to join their growing teams. 

Organized with a high sense of ownership, the Customer Success Manager is responsible for ensuring the projects are successfully implemented and rolled-out. Keep customer satisfaction with the Group’s products and services, Customer loyalty and durability, renewal of contracts by these Customers. He/she is also responsible for ensuring that Customer while increase their usage and/or add to their subscriptions. Able to adapt in an agile, fast pace environment will collaborate with different functional teams located in Vietnam, Hong Kong and North America.

Duties:

  • Lead implementation of the Group’s solutions and applications
  • Train users on the Group’s solutions and applications
  • Prepare and animate progress meetings with Customers
  • Coordinate the implementation of changes in project or configuration
  • Create and updates Customer page in the Group’s general repositories
  • Ensure smooth change management process for the users
  • Work closely with the Customers, users, sales, service & operations team
  • Observe and report any different user behaviour or usability challenge
  • Support users with any usability challenge or question
  • Work with project team to ensure all the users questions or issues are addressed in timely manner
  • Identify upsell opportunities
  • Help promote new features & functions of the Group’s solutions and applications
  • Deliver presentations and articulate features, functions and benefits of the Group’s products and services; and
  • Internally recommend enhancements, extensions, modifications, etc. to the Group’s processes to better respond to market, prospects and Customer’s demands and needs.

Skills & Requirements:

  • A Bachelor’s degree or a combination of education and experience in business or information systems;
  • Computer & technology savvy
  • Outstanding interpersonal abilities, and strong written and verbal communication skills;
  • Aptitude in delivering attractive and convincing presentations;
  • Aptitude in analysis, quotation, specification writing, etc.;
  • Excellent organization, presentation and negotiation skills;
  • Strong problem-solving capabilities;
  • Positive, Customer and service-oriented mindset;
  • Willingness and flexibility on business operating hours and to travel (when possible);
  • Proficient in English & French (oral and written) is a must and additional language is an asset