Head of Customer Success
il y a 2 semaines
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
-
Customer Success Manager
il y a 2 semaines
France, FR Board Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every...
-
Customer Success Manager
il y a 2 semaines
France Board Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every...
-
Head of Customer Success Agents
il y a 5 jours
France Easyfairs Temps pleinNo agencies please. Please note, we are unable to offer sponsorship for this role. The Opportunity: Are you results-driven with a passion for sales and an innate affinity for the events industry? Are you excited by the opportunity to grow our flagship events across the group? If so, we want to hear from you! As the Head of Customer Success Agents at...
-
Head of UX
il y a 5 jours
France Motiff Temps pleinJoin our growing team as the Head of UX Design and drive the forefront of user-centric innovation. This pivotal role demands a visionary leader capable of orchestrating exceptional experiences and steering our design initiatives towards unparalleled success. WHO ARE WE? We are a digital product design and development agency of choice for both, exceptional...
-
Head of Wholesale
il y a 3 semaines
France, FR The Global Search Company Temps pleinWe have an exciting opportunity for you to join a fast growing international brand as a Head of Fashion Wholesale. THIS ROLE IS REMOTE BASED / WFH.A leading fashion brand known for its innovative designs and high-quality products. Our client pride themselves on staying ahead of the curve and providing customers with the latest fashion trends. As the Fashion...
-
Head of Wholesale
il y a 3 semaines
France The Global Search Company Temps pleinWe have an exciting opportunity for you to join a fast growing international brand as a Head of Fashion Wholesale. THIS ROLE IS REMOTE BASED / WFH.A leading fashion brand known for its innovative designs and high-quality products. Our client pride themselves on staying ahead of the curve and providing customers with the latest fashion trends. As the Fashion...
-
Head of Consolidation
il y a 5 jours
France Eutelsat Communications SA Temps pleinPress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator. As a global leader in satellite communications, we provide...
-
Customer Success Manager
il y a 14 heures
France, FR Inqom Temps pleinPour assurer à nos clients une nouvelle expérience de la comptabilité via un logiciel de production comptable et fiscale basé sur l’IA nous recrutons un Consultant collaborateur comptable / Customer Success Manager.Si tu aimes travailler dans un univers stimulant et rapide, la suite devrait t'intéresser !Nous recherchons une personne pour...
-
Customer Success Manager
il y a 21 heures
France Inqom Temps pleinPour assurer à nos clients une nouvelle expérience de la comptabilité via un logiciel de production comptable et fiscale basé sur l’IA nous recrutons un Consultant collaborateur comptable / Customer Success Manager.Si tu aimes travailler dans un univers stimulant et rapide, la suite devrait t'intéresser !Nous recherchons une personne pour...
-
Senior Customer Success Manager
il y a 5 jours
Paris, France AB Tasty Temps pleinAB Tasty is a global leader in AI-powered experience optimization solutions empowering brands using personalization, experimentation, recommendations, and search to build better experiences on their websites and apps. Integrated into a single platform, AB Tasty offers web and API-based solutions that provide companies with a unified approach to creating...
-
Head of Data
il y a 2 semaines
France Glocomms Temps pleinRepresenting an established Fintech client based in Paris, I am looking for a Head of Data to define the new data strategy and vision to fully utilise the existing data assets whilst also ensuring security and compliance.Role: Head of DataLocation: ParisStart Date: ASAP (Flexible)Your Responsibilities:Develop a comprehensive data vision and strategy to...
-
Head of Data
il y a 2 semaines
France, FR Glocomms Temps pleinRepresenting an established Fintech client based in Paris, I am looking for a Head of Data to define the new data strategy and vision to fully utilise the existing data assets whilst also ensuring security and compliance.Role: Head of DataLocation: ParisStart Date: ASAP (Flexible)Your Responsibilities:Develop a comprehensive data vision and strategy to...
-
Head of Data
il y a 2 semaines
France Glocomms Temps pleinRepresenting an established Fintech client based in Paris, I am looking for a Head of Data to define the new data strategy and vision to fully utilise the existing data assets whilst also ensuring security and compliance. Role: Head of Data Location: Paris Start Date: ASAP (Flexible) Your Responsibilities: Develop a comprehensive data vision and...
-
Head of Operations
il y a 2 semaines
France, FR Oli’s Lab Temps pleinAbout the job: Oli’s Lab is seeking its Head of Operations on a permanent employment basisReporting line: CEO of Oli’s Lab The Head of Operation will have the following duties:· Logistic Chain: implement and develop logistic chain of Oli’s Lab· Inventory Management: Oversee inventory levels, procurement, and replenishment processes to...
-
Head of Operations
il y a 2 semaines
France Oli’s Lab Temps pleinAbout the job: Oli’s Lab is seeking its Head of Operations on a permanent employment basisReporting line: CEO of Oli’s Lab The Head of Operation will have the following duties:· Logistic Chain: implement and develop logistic chain of Oli’s Lab· Inventory Management: Oversee inventory levels, procurement, and replenishment processes to...
-
Head of Sales North West Europe
il y a 5 jours
France Alicona Imaging GmbH Temps pleinBruker Alicona is part of the Bruker family of companies, a provider of high-performance measurement solutions for science and industry. We develop, produce and distribute optical 3D metrology worldwide. To strengthen our Sales Team in Europe, we are looking for a Head of Sales North West Europe (m/w/d) which can be based in France, UK, Netherlands,...
-
Head of Methods
il y a 21 heures
France HBS Temps pleinPurposeWorking closely with the Director of Project Mgmt, Solutions & Technologies, the Head of PMO contributes to defining, developing and implementing the strategy, which ensure:Consistent and efficient Project Management approach on each and all HBS projects (methodologies, process & tools, resources)Anticipation and steering capability of HBS in its...
-
Head of Methods
il y a 12 heures
France, FR HBS Temps pleinPurposeWorking closely with the Director of Project Mgmt, Solutions & Technologies, the Head of PMO contributes to defining, developing and implementing the strategy, which ensure:Consistent and efficient Project Management approach on each and all HBS projects (methodologies, process & tools, resources)Anticipation and steering capability of HBS in its...
-
Stagiaire Customer Success
il y a 2 semaines
France, FR sunday Temps pleinA propos de SundaySunday est le moyen le plus rapide au monde pour payer dans les restaurants. Il transforme les 15 minutes fastidieuses nécessaires pour payer dans un restaurant en une expérience rapide et simple qui prend moins de 10 secondes.Les clients scannent un code QR, paient et partent. Pendant ce temps, les restaurateurs peuvent se concentrer sur...
-
Stagiaire Customer Success
il y a 2 semaines
France sunday Temps pleinA propos de SundaySunday est le moyen le plus rapide au monde pour payer dans les restaurants. Il transforme les 15 minutes fastidieuses nécessaires pour payer dans un restaurant en une expérience rapide et simple qui prend moins de 10 secondes.Les clients scannent un code QR, paient et partent. Pendant ce temps, les restaurateurs peuvent se concentrer sur...