Customer Success Manager - Paris, France - UpSlide

UpSlide
UpSlide
Entreprise vérifiée
Paris, France

il y a 3 semaines

Sophie Dupont

Posté par:

Sophie Dupont

beBee Recruiter
Description
UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI.

It enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting.

We're scaling up with 140+ employees across our offices in London, New York, Paris (HQ), Singapore, and Berlin.


Our values :

Our values guide our approach to work and are at the heart of our recruitment process.

To join our team, we look for individuals who value:

-
Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
-
Trust: We are passionate, committed, and free to act with autonomy.
-
Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and customers.


The team ‍‍**:


The French Customer Success Team was created in April 2023 to help us achieve our business goals
:Ensure our clients use our tool, are satisfied, and renew their contracts.



  • Team members: Chloé (Senior CSM), Juliette (CSM), & you:
  • )
  • Valentine, your future manager and team lead, will mentor you to help you achieve your goals.
  • You will also be part of a global community of 15 CSMs

Our team rituals:

Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.


Team goals:

Here is what the sales funnel looks like at UpSlide:


  • Business Development Associates: Client prospection
-
Account Executives / Account Managers: Contract signing & renewal signing
-
Consultants: Help clients implement the tool
-
Customer Success Managers: Focus on adoption, training, and long-term relationship nurturing


Your responsibilities :


Please note that this role
has no sales quota.

Delivery (60%)

  • Manage a portfolio of internal and client projects
  • Oversee escalations for assigned accounts
  • Monitor the evolution of the assigned portfolio
  • Foresee risks in projects/initiatives and be prepared to mitigate these risks
  • Track margins, active ARR, deliverables, invoicing milestones, and change requests
  • Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
  • Lead business reviews and introduce your client to new features relevant to their use case
  • Organize webinars to train your clients on specific features
  • Assist in creating training courses and educational materials for our clients
  • Promote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide's benefits and value

Data analysis (25%)

  • Analyze your clients' usage statistics to boost it
  • Collect and process customer feedback
  • Optimize existing processes within the company and actively enhance customer success initiatives
  • Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
  • Organize events to promote UpSlide

Collaboration (15%)

  • Work closely with the Sales teams to identify opportunities
  • Lead workshops with our Product team to represent your clients' voice
  • Spread CSM knowledge amongst your peers


To work on these tasks you will mainly use the following tools: Microsoft Office, Salesforce, a CRM tool, and Notion.


Your goals:


What you will be assessed on:

  • License renewals by your clients
  • Client satisfaction score
  • Client usage statistics
We strongly believe in helping our employees grow within the company and have built a clear career path.

You are a great fit if you have:

  • 1+ year of experience in customer success/customer service or a related field.
  • A clientcentric mindset
  • Excellent written and verbal communication skills in French (90% of the job is in French)
  • Good written and verbal communication skills in English
  • Strong problemsolving skills
  • Ability to work independently and as part of a team
  • Interest in leveraging data, analytics, and automation to drive ROI
  • Exceptional ability to communicate and foster positive business relationships
  • An eye for detail

We'd love it if:


  • You have previous clientside experience in financial services
  • You can switch contexts quickly and easily and are skilled in managing multiple priorities at the same time
  • You are proficient in Microsoft Office

Recruitment process:


  • Phone interview with Misbah, Talent Acquisition Specialist [30']
  • Video interview with presentation task with Laurie, Head of Sales, and Valentine, your future manager [45']
  • Inperson case study review with Valentine, Team Lead CSM, and a CSM team member, followed by an interview with Valentine [1h15']
  • Video interview with Rob, CRO [30']
  • Reference check to help us onboard you
- _On average our process lasts 21 working days._

*
Plus d'emplois de UpSlide
Voir tous les emplois de UpSlide