Customer Success & Account Manager - US Clients

Job Description

Job Description

Company Description

What if companies had truly informed, engaged, and influential employees?

This is the challenge that Sociabble decided to take up in 2014, by launching an SAAS platform for Internal Communication, Employee Advocacy, and Employee Engagement.

10 years later, Sociabble is used in more than 180 countries, by companies such as Coca-Cola, Mars, Accor, EDF, Tata, Capgemini, Generali.

International since day 1, the company has offices in Paris, Lyon, Boston and Mumbai.

Sociabble was founded by two pioneers of the Internet, Jean-Louis Bénard and Laurent Gauthier, entrepreneurs and investors for more than 25 years, who in building the company, were inspired by the best of U.

S.-based SAAS platforms, without being constrained by the caricatures or culture of Silicon Valley start-ups. They created a boostrapping culture.

Sociabble is identified by U.S. analysts as one of the best solutions on the market today.

Simplicity, kindness, respect, exemplarity, fairness, and trust are the values around which the company has developed. The teams consist of a mix of experienced and junior professionals, to facilitate day-to-day learning through mentoring.

Job Description

The mission

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.
• Significant experience in handling full sales cycle (renewals, upsell, cross sell, negotiation).
• 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.

Additional Information

Our perks :

Join an international Scale Up SaaS that’s certified as a Great Place to Work and as a Best Workplace for 2023.

Explore your new role with personalized and comprehensive onboarding , followed by workshops , Friday trainings , and year-round training sessions!

Enjoy benefits designed for your well-being at work : beyond an attractive base salary , healthcare fee , benefit from a variable based on your performance, paid days off , paid sick days .

Work totally remotely from Boston, or meet our team member there once a week.

Connect with your colleagues through numerous events : afterworks, team buildings, town halls, and our renowned Global Week!

Choose a committed company : " Activateur de progrès " certification, partnership with Tree Nation, where each Sociabble employee plants trees to offset their CO2 emissions.

Embody our values : kindness, ambition, humility. At Sociabble, we are "Bootstrappers".

Recruitment Process :

• 45-minute call with Talent Acquisition (TA)
• Written exercise
• 1-hour interview with TA and your manager
• Simulation with TA, and managers
• Reference check

Important information before applying :

• Permanent Position
• Based in Boston, full remote

if your plan is to move to Paris, we can discuss a position there as well)

All your information will be kept confidential according to EEO guidelines.