Strategic Customer Success Manager

Il y a 2 mois

Paris, France PlayPlay Temps plein

PlayPlay est la plateforme de
**création vidéo** dédiée aux équipes marketing et communication pour transformer leurs messages en vidéos engageantes.

Depuis 2017, PlayPlay connaît une croissance exponentielle:

- 2500 clients (dont les deux tiers du CAC40) ;
- 230+ employés à Paris, New York et Berlin ;
- 65 M$ levés (séries A et B) ;
- Membre de la French Tech 120 et #26 dans le Top100 des Scale-up B2B montantes en Europe par Sifted

PlayPlay est l’entreprise qu’il te faut si tu veux:

- Rejoindre une scale-up qui te permet de t'investir dans de multiples projets \uD83C\uDF31
- Travailler sur un produit aimé de nos clients (68+ NPS) et en constante amélioration \uD83D\uDE80
- Évoluer dans un environnement mêlant ambition, dynamisme, humilité, transparence et travail d’équipe (notre note de 4.6/5 sur Glassdoor en est la preuve ) \uD83E\uDD17
- Profiter des activités organisées par l'équipe Happiness (Quiz musicaux, concerts, soirées, etc.) \uD83C\uDF89
- Travailler selon un modèle hybride avec jusqu'à 3 jours de travail à domicile par semaine et 4 semaines de full-remote par an (dans tout pays avec un décalage horaire de 3 heures ou moins). \uD83D\uDDA5️

Nous sommes soutenus par des investisseurs de premier plan tels que Insight Partners (HubSpot, Twitter), Balderton (Revolut, Aircall) et Point9 (Loom, Zendesk) qui nous aident à devenir le leader mondial de la création vidéo. Et pour y parvenir, nous recherchons les meilleurs talents du marché

**\uD83D\uDC49 **Voici 100 bonnes raisons de rejoindre PlayPlay:
**INTRODUCTION**

Chez PlayPlay, l’équipe CSM est divisée en
**3 pôles** qui correspondent chacun à une typologie de clients:

- Le pôle **Mid-Market** : Entreprises de 100 à 5000 employés, avec quelques opportunités d’expansion.
- Le pôle **Enterprise** : Grands Comptes (> 5000 employés), avec quelques licences (entre 5 et 30) et un fort potentiel d'expansion.
- Le pôle **Strategic** : Grands Comptes (> 5000 employés), avec beaucoup de licences (plus de 30) et encore un fort potentiel d'expansion

En tant que Strategic Customer Success Manager, tu intégreras l’équipe Customer Success de PlayPlay

Tu seras à la tête d’un portefeuille de clients stratégiques Grands Comptes. Ton but sera d’une part, d’assurer le lancement, l’engagement, et l’accompagnement de nouveaux utilisateurs, et d’autre part, de travailler sur des stratégies d’expansion au sein de ces comptes clés.

Tu es passionné(e) par la vidéo et tu es persuadé(e) que le futur du digital se passera sur ce canal ? \uD83D\uDE09 Aider les gens et faire en sorte qu'ils se sentent mieux te donne le sourire ? Tu regorges d'idées créatives pour apporter de la valeur à tes clients ?

N'hésite plus à postuler

**LES MISSIONS**
**\uD83D\uDCAA**

**Gérer un portefeuille de clients stratégiques**:

- Construire une relation de confiance.
- Comprendre et suivre les objectifs du client (suivi ROI).
- Évaluer l'engagement des clients en évaluant leur satisfaction et le NPS.
- Assurer un taux élevé d'utilisation de la plateforme.
- Piloter ce portefeuille via notre CRM _(Salesforce)_ et anticiper les risques de churn.

**Développer une stratégie d’expansion**:

- Nouer et développer des relations de confiance avec nos champions.
- Trouver des moyens d’animer des communautés d’utilisateurs et de faire grandir le compte.
- Travailler en étroite collaboration avec nos AE sur des stratégies d’expansion (déjeuners clients, masterclass, mapping, webinars,).

**Optimiser l'offre d'accompagnement**:

- Aider à la création vidéo pour les clients.
- Améliorer les processus de suivi des clients existants.
- Organiser des webinars et des événements pour former nos clients.

**Créer du contenu**:

- Rédiger des articles à destination de notre FAQ.
- Créer des vidéos inspirantes
- Participer à la rédaction de notre newsletter.

**Travailler en collaboration avec les équipes Tech & Produit**:

- Agir en tant que porte-parole du client en identifiant et en communiquant à l'équipe Produit les points faibles ou les opportunités de développement de la plateforme.
- Travailler avec l'équipe Motion à l'identification de nouveaux écrans qui aideront à la création de vidéos de nos clients.

**TES COMPÉTENCES \uD83C\uDFAF**:

- Entre 3 et 5 ans d'expérience en tant que CSM / KAM/ Account Manager sur des Comptes Stratégiques.
- Expérience dans le B2B sur des Grands Comptes indispensable.
- Excellente maîtrise de l'anglais (niveau C1 - C2).
- Une expérience en start-up serait un plus

**À PROPOS DE TOI ❤️**:

- Bon communicant(e) : Tu possèdes une véritable aisance relationnelle et d’excellentes capacités de communication orale et écrite.
- Créatif(ve) : Tu sais proposer et mettre en place des idées impactantes pour dorloter tes clients
- Empathique : Tu as la capacité de comprendre et d'éprouver les difficultés de tes

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