French or German speaking EMEA Customer Success Managers, London and home counties

Job details

Job title:
French or German speaking EMEA Customer Success Managers, London and home counties
Job code:
J13933
Salary Type:
Negotiable
Salary (£):
0
OTE (£):
0
Job type:
Full-Time
Location:
London
Category:
Information Technology, Technical, Sales
Description:

If you're all about your customers and partners and you thrive on their success and never shy away from a challenge, this could be the place for you.


We're looking to hire smart, ambitious Customer Success Managers with cloud based/SaaS solution offerings, preferably with contract lifecycle management or Salesforce.com and experience in a Customer Success, account management or technical support role.


ABOUT THE ROLE:


You'll bring the best ideas, innovations, and capabilities to your portfolio of customers and match these to your customers' business goals, driving greater business value and executive alignment. In this role, you will be responsible for driving customer adoption and success by providing governance advice, usage/adoption recommendations, risk identification and mitigation. The end result is increased customer satisfaction, retention and expansion of the footprint.


Key to this role is being able to articulate business value, coach customers to fully utilise the software solution and maximise the return on their investment. Prior experience in software consulting, software implementations, account management, or customer success management and Salesforce.com is required. Also, experience in the contract management software industry is a plus.


WHAT YOU'LL BE DOING:


•             Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their software solution to be realised.


•             Ultimate responsibility for the customer's adoption and for expansion of the platform. You'll promote maximum value from their investment in the suite of products, utilise all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.


•             Engage regularly with customers via Adoption meetings and Strategic Business Review meetings to identify needs and stay strategically aligned.


•             Coach customers to ensure they are leveraging all available resources e.g. Help & Training, User Groups, webinars, etc.


•             Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs.


•             Play a fundamental part in coaching customers to establish and manage their Change Management/Governance/Centre of Excellence programs.


•             Identify risks to the customer achieving their stated business goals and work with both internal and customer teams to build a risk mitigation plan.


•             Serve as a customer advocate in driving industry best practices and the evolution of the suite of products and services, which are integral to the customer's success.


•             Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimise customer attrition.


•             Coordinate with other internal teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.


•             Possess a comprehensive understanding of the suite of solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.


•             Meets assigned targets and strategic objectives in assigned accounts.


•             Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used internally.


 


WHAT YOU'LL NEED:


•             BA/BS degree or equivalent experience


•             3-5 years experience in a Customer Success, account management or technical support role


•             Experience with cloud based/SaaS solution offerings, preferably with contract lifecycle management and  Salesforce.com


•             Ability to build strong rapport, establish trust and credibility through a consultative approach with diverse stakeholders from Executive level down


•             Ability to lead cross functional business and technical teams to achieve customer’s desired outcomes


•             Excellent communication, presentation, time management and project management skills


•             Competent in Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce.com


•             Ability to maintain high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment


•             Must be a highly motivated, self-starter, who performs well working independently, but is also a team player


•             Highly effective at web-based product demonstrations


•             Proven effectiveness at leading executive meetings and strategic business reviews


•             Proven record of meeting customer retention goals


•             Business fluency in English is required, other European languages, especially French and German would be a plus


You'll be joining an exciting hyper growth environment with top of the line products, dedicated employees, and a proven leadership team providing a solid foundation to support their continued growth and success.


You'll enjoy huge development opportunities, competitive compensation and benefits, including 100% paid health and private dental insurance, pension plan, 25 days holiday, flexi working and lots of additional perks!


 


The Recruitment Hub is a recruitment business and agency.


These criteria are not age specific and candidates of all ages will be considered. Both our client and The Recruitment Hub are Equal Opportunities Employers


We would like to thank you for your interest in this vacancy and hope that you are successful in your application, however if you have not heard from us within two weeks of your application, we must ask you to assume that you have not been selected for interview for this particular role, we do however express the hope that you will apply for future job opportunities with The Recruitment Hub.