Customer Success & Account Manager - US Clients

Job Description

The mission

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

As the key facilitator of customer experience in the USA region, you will serve as the primary point of contact, providing guidance and support throughout the lifecycle of their projects, ensuring their objectives are met.

This role presents a unique opportunity to grow and thrive in a dynamic, digital, and collaborative environment. It is structured around two main pillars :

Guidance and advice to our customers :

• Establish yourself as a trusted advisor for your clients and nurture relationships with project managers and sponsors. You will have multiple interlocutors, including C-levels, across various departments such as communication, marketing, HR and more.
• Assist in building the 'success plan' for projects, starting from solution implementation and continuing throughout the project's lifespan
• Conduct 'Customer Success' training sessions and workshops
• Proactively monitor the project on a monthly basis, sharing best practices and feedback with your customers
• Maintain and strengthen relationships with existing customers, ensuring the renewal of their contracts.
• Within this client base, you will proactively own opportunities for upselling and cross-selling (including identification, negotiation, and contract signing) thereby enhancing the Annual Recurring Revenue (ARR).

Project management :

• Oversee the project's launch timeline, ensuring punctual deployment
• Liaise with internal technical teams during the deployment phase
• Supervise the project in 'run' mode to guarantee the attainment of the client's goals
• Advocate for your customers with the Product Team to develop new features
• Contribute to the development of cross-functional projects aimed at enhancing the internal organization of the Customer Success Team at Sociabble.

Qualifications

The ideal Candidate

• As a university graduate with a focus on commercial, digital, or engineering fields, you bring a solid educational foundation and a minimum of 5 years of hands-on experience in roles such as Customer Success, Engagement Consultant, Change Management Consultant, or Account Manager.
• You are self-motivated, result oriented, and very autonomous. This allows you to be able to maintain great performance in a full-remote setting.
• Your strength lies in engaging with diverse stakeholders, from C-level executives to HR Directors, Directors of Communication, and project managers.

You excel in building and nurturing relationships with all types of clients, including larger accounts.

• Seamlessly handling multiple projects is second nature to you, showcasing your versatility and adaptability in a dynamic, fast-paced environment.
• You bring thoughtfulness and attentiveness, coupled with a deep understanding of client needs. Your approach is characterized by a strong service orientation and a blend of analytical and synthesis skills.
• You have been handling business matters in your previous roles. This role has business objectives, you need to enjoy this part of the job.

Essential affinity & Knowledges to apply :

• Proficiency in new technologies, SAAS, and digital transformation.
• Adept in internal communication, social networks, and community management.

Essential experience to apply :

• Minimum of 5 years in a related position.
• Proven capability in managing multiple projects simultaneously.
• Mastery of basic planning standards (Gantt, etc.).
• Demonstrated expertise in High Touch portfolio management.

The perfect match?

You will thrive at Sociabble if

• You have a strong taste for new technologies, the world of SaaS and digital transformation, and wish to practice in a constantly evolving environment.
• You are looking for a job with strong responsibility coupled with freedom of initiative and would like to get involved in an ambitious project.
• You wish to participate in an adventure and grow with an ambitious and benevolent team with globally recognized companies to ensure their satisfaction on their projects.
• You like international, transparent environments where everyone can learn and be heard.

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