Senior Customer Success Manager

Il y a 6 jours

Paris, Nouvelle-Aquitaine, France IFS Temps plein 70 000 € - 110 000 € Contrat

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A Customer Success Manager will take a customer‑facing role and is responsible for ensuring customer success through leadership and orchestration of a large virtual team, program delivery, and strong senior customer relationships. The primary focus is on a large customer within the Energy, Utilities and Resources industry in France.

Essential Duties and Accountabilities

Streamline the interaction between the customer and IFS, aligning with a tailored customer journey to provide a value‑added experience across all key moments.
Act as the Voice of the Customer (VoC), gathering and understanding all feedback streams to improve service quality and drive internal improvement initiatives.
Partner with the core account team or Lifetime Value team to build and retain strategic customer relationships at senior levels.
Leverage profound knowledge of the Global Customer Services portfolio, operating processes, and procedures.
Engage and strengthen relationships with key customer decision makers, sponsors, and influencers to align delivery priorities with their strategy.
Own and be accountable for the end‑to‑end delivery plan, driving customer success, operational health, and digital transformation while maximizing product value, usage expansion, and generating use cases.
Identify and drive new sales opportunities (up‑sell/cross‑sell) in cooperation with the Lifetime Value or Core Account teams.
Serve as the primary contact in the customer success team for complaint resolution and issue management.
Advocate for the customer, continuously working in their best interest to maximize business outcome and value realization.
Maintain a regular cadence with customers to measure progress against the Customer Success Plan and to surface new needs.
Develop and present business reviews to C‑level executives, practitioners, and other management.
Conduct focus group meetings or user interactions to work on solutions and drive decisions.
Live the IFS Values in all actions.

Qualifications

Experience as a Customer Success Manager.
Experience in the Oil & Gas industry.
Ability to lead through influence and trust.
Excellent verbal and written communication skills in English (C1) and French (C1).
Passion for creating a strong customer satisfaction.
Bachelor’s or Master’s degree, or equivalent work experience in a relevant field.
Technical literacy and familiarity with customer engagement technologies, best practices, and trends.
High proficiency with Microsoft Office.
Strong presentation skills and executive presence.
Strong leadership, collaboration, and conflict resolution skills.
Experience with portfolio planning, cross‑group collaboration, resource orchestration, and analytical capabilities.
Proactive problem‑solving mindset.
Knowledge of supported products, use cases, and industry trends.
Prescriptive approach to driving customer decisions and aligning stakeholders.

Benefits

Flexible and hybrid work opportunities to support diverse needs and lifestyles.
Inclusive workplace experiences fostering community, innovation, and belonging.

Senior Customer Success Manager

Enregistrez cette offre et organisez votre recherche

Essential Duties and Accountabilities

Qualifications

Benefits

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