Head of Customer Success

il y a 1 mois

Lille, France ETAP - Operation Technology, Inc. Temps plein

Head of Customer Success Management


Context

Come and join ETAP, the Leading Software Company for the Design, Simulation, Engineering, and Operations of Electrical Installations.


ETAP is a subsidiary of Schneider Electric and is Market leader with its SEE, Caneco and ETAP software suites. Our Purpose is to drive sustainability through continuous intelligence. Our Mission is to bring the best user experience with the highest quality standards enabling our customers to design with precision, build with efficiency and operate with confidence.

ETAP is strengthening its Customer Success team and is recruiting the Head of Customer Success Management.


Position

Reporting to the VP Customer Success, the Head of Customer Success Management is responsible for the retention, adoption, expansion and advocacy of ETAP’s growing customer base. This person will manage a team of Customer Success Managers who are responsible for delivering the right value to our customers.


Responsibilities

  • Paint the vision for Global Customer Success and extend that vision to how customer success should be conducted across other entities : segmentation, playbooks, success plans, customer advocacy, executive business review etc..
  • Work closely with Sales, Technical Support, Training, Marketing and Technical teams to ensure a best-in-class customer experience
  • Build a team of Customer Success Managers. Empower the team as an incubator of best practices. Come up with new frameworks for operationalizing customer success and create a culture of constant innovation
  • Own certain financial metrics, including Gross Renewal Rate, Cost of Client Success / Annual Recurring Revenues ratio, and Add-ons revenues initiated.
  • Own certain leading indicator metrics, including Verified Outcomes, Adoption improvements, Customer Success Qualified Leads, and Customer Success Qualified Advocacy
  • Own certain operational metrics, including NPS
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management
  • Hold other departments accountable for their role in driving customer success. Drive the development of cross-functional processes whenever there is a gap.
  • Ensure solid process for identifying risks in client relationships and resolving them swiftly. Personally quarterback flagged escalations
  • Serve as a representative of ETAP including delivering presentations and advising clients and prospective clients about their success using ETAP solutions
  • Build an organization that generates strong outcomes for our clients
  • Drive collaboration with Sales to convert those outcomes into Annual Recurring Revenues growth
  • Publish blog posts about our innovations and about customer success best practices in the industry


Qualifications / Experience

  • Bachelor / Master : initial training in engineering & training in business / marketing
  • Fluent in English (written and oral)
  • Several years’ experience in customer-facing role, such as Customer Success, Customer Support or Sales Management.
  • Proficiency in best in class Ticketing, CRM and Customer Success Management solutions.
  • Knowledge of electrical design software or electrical engineering a plus


Profile

  • Proven ability to lead a Customer Success Management team at a growth-stage
  • experience managing a team that is focused on all levels (enterprise and mid-market) of client relationships and outcomes
  • Engage with executive stakeholders at clients: ability to drive highly strategic conversations and build strong relationships.
  • Record of driving execution and process innovation. In the mindset of driving to targets, forecasting attainment, identifying gaps, and creating system-based solutions to consistently fill those gaps.
  • Proven ability to collaborate with Sales on the “Land and Expand” model.
  • Passionate about driving success for customers. Mentality that the client is never at fault and that we meet them where they are to deliver the kind of value they need from us.
  • Skilled in quarterbacking cross-functional efforts, across departments that are not under direct management.
  • Strong role model in embodying ETAP's values and our Customer Success organization's value.
  • Excellent communication skills


Hiring conditions

  • Open-ended contract
  • Status: Executive
  • Remuneration: according to profile
  • ETAP locations in Europe
  • Position to be filled as soon as possible


These are our Core Values

  • Excellence
  • Teamwork / Trust
  • Ambition
  • Pragmatism

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