Customer Success Manager - Sophia Antipolis, France - Thales

Thales

Entreprise vérifiée

Sophia Antipolis, France

il y a 3 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

QUI SOMMES-NOUS ?

Les entreprises et les gouvernements comptent sur Thales pour apporter de la confiance aux milliards d'interactions numériques qu'ils établissent avec les utilisateurs.

L'Activité Mondiale Identité & Sécurité Numériques (DIS) fournit des technologies et services (des logiciels sécurisés en passant par la biométrie ou encore le cryptage), qui permettent aux entreprises ainsi qu'aux gouvernements de vérifier des identités, et de protéger les données afin qu'elles restent sûres.

Le site de Sophia-Antipolis développe des sonars à destination des sous-marins et des bâtiments de surface ainsi que des produits de simulation, avec une forte composante acoustique et traitement du signal.

The Customer Success Manager team is part of Customer Engament & Success Org and they are the main pillars to drive customer retention and success for Thales Digital BPS customers.

The Customer Success Manager team is accountable to materialize our revenue plan.

Each team member contributes troughout a series of key actions :
enable fast onboarding, support traffic growth, help retain customers and facilitate upsell of new services.

MISSIONS & RESPONSABILITÉS

Responsible for working with customers to facilitate service adoption to secure revenue growth, achieve Critical Success Factors, and ensure satisfaction.

Must engage & build with the customer common "
C ritical
S uccess
F actor" for each phase after closing.
CSM carrys resposniblities during both BUILD & RUN phases:
During BUILD:Accelerate Time To Value (TTV) by removing bottlenecks at customer & internal sides. Escalation point for both Thales Project Teams and customer projects teams.

-
During RUN:Building Growth on traffic & identify upselling opportunities. Escalation point for CRE & customer.

Deploy Scorecard per customer (CSFs, ARR, Monthly traffic, Main challenges/tickets with the service).
Responsible for providing ongoing help to the customer with best practices, knowledge data bases, trainings & webinars.
Analyze traffic patterns, identify potentials for traffic growth, share it with customer and drive execution path.
Identify potential upselling/crossselling and share it with DS.
Be the voice of the customer inside the organization to drive customercentric products, services & operations. Held monthly rview with Solution Design, Engineering, Delivery & CRE teams.
Work as a glue between Thales internal teams (SD, BO, CRE, PM) from one side and customer teams from the other side to align focus on achieving CSF and Performance KPIs.

Minimum requirements:

5+ year(s) of work experience; Tech Sales, Consulting or Operations experience at a technology company working in SaaS business model is highly preferred.
Experience with all aspects of B2B2C technology aspects, including customer engagements for projects and services, planning, opportunity qualification, objection handling, and closing opportunities
Ideally combined background of technical and sales experience
Solid product and technical background. Ability to Demo, Train Admins & do first level of diagnoses.
Knowledge on data analysis, monitoring and dashboard.
Ability to deep dive on technical/product details while being able to see the bigger business picture at the same time.
Strong customercentric mindset AND passion for revenue and growth
Interpersonal skills. Ability to lead by influence through persuasion, negotiation, and consensus building over formal authority.
Selfmotivated to continuous learning and improvement
Excellent communication and presentation skills.
High integrity and a teamfirst mentality

Preferred requirements:

4year college degree or equivalent experience preferred
Previous experience as CSM
PMP or other project management experience
Previous bessiness development experience or proved success stories in building growth and creating opportunities for business.
French language is a plus

POURQUOI REJOINDRE L'AVENTURE THALES:

Innovation, passion, ambition :
rejoignez Thales et créez le monde de demain, dès aujourd'hui.