Customer Success

OverviewAs a Customer Success - Account Manager you are responsible for the business strategy and development of your Mid-Market client portfolio in France and EMEA. Your mission is to ensure customer satisfaction, retention and growth of strategic accounts by aligning their business challenges with Sociabbles solutions.You are the key partner for client decision-makers (C-level Sponsors, Communications, HR, IT) and oversee the entire customer lifecycle from onboarding to partnership development, working closely with a Digital Project Manager (DPM) and liaising with Product teams.Your role is structured around four strategic pillars:Account managementResponsible for growing financial revenue by securing renewals and identifying growth opportunitiesBuild a strong network within your accounts and develop high-level strategic relationships with key decision-makers (C-level) in a business partnership mindsetManage the entire sales cycle amongst existing clients from identifying and qualifying needs to presenting tailored solutions, handling commercial proposals, negotiations and closing dealsStrategic advisoryAct as a trusted advisor to clients (C-levels, Sponsors, Communications, HR) understanding their business challenges and guiding them on engagement strategies related to communication and advocacyDefine the Success Plan alongside the DPM and ensure its alignment with the clients strategic goalsLead regular check-ins and steering committees bringing together the clients project team and executive stakeholdersDriving Sociabble deployment & adoptionOversee project support primarily executed by the DPM in charge of operational execution and technical coordination across all project phases (before, during and after deployment)Ensure that project actions executed with the DPM align with the clients long-term strategic needsRelay client feedback to the Product teams to contribute to platform improvementsProactively suggest internal process enhancements to optimize the customer experienceInspire, manage & share knowledgeCoordinate with the Digital Project Manager to ensure a clear division of responsibilities and create an efficient dynamic working environmentEmbody Sociabbles values fostering a culture of excellence and collaboration among colleagues and clientsQualificationsThe ideal CandidateEducation & experienceUniversity degree in commercial, digital or engineering fields4 years of hands-on experience as an Account Manager with project management exposure3 years of experience handling international EMEA clientsSales & account management expertiseStrong background in long and complex sales cycles using various methodologiesProven ability to manage multiple projects simultaneously in a fast-paced environmentFull sales cycle experience: renewals, upsells, cross-sells and negotiationsLanguages & work styleFluent in French (C2) and English (C2) mandatoryHighly autonomous, self-motivated and results-drivenStrong team player able to collaborate effectively across teams and departmentsProactive mindset, taking initiative and anticipating client needsStakeholder engagement & client relationsSkilled at engaging with C-level executives, HR Directors, Communication Directors and Project ManagersAbility to build and maintain long-term strategic relationships including with large accountsStrong service orientation with a mix of analytical and synthesis skillsEssential skills & knowledgeExpertise in new technologies, SaaS and digital transformationDeep understanding of internal communication, social networks and community managementTeam management experience is a plus while not mandatory; prior leadership or mentoring experience is highly valuedMinimum 4 years in a related position including experience handling US customersFully bilingual in English & French (C2 level required)Proven experience managing the full sales cycle (renewals, upsell, cross-sell, negotiation)Ability to manage multiple complex projects simultaneouslyDemonstrated expertise in High-Touch portfolio managementAdditional InformationOur perks :Join an international Scale Up SaaS that’s certified as a Great Place to Work and as a Best Workplace for 2023.Explore your new role with personalized and comprehensive onboarding followed by workshops, Friday trainings and year-round training sessionsEnjoy benefits designed for your well-being at work: beyond healthcare and transportation coverage, Edenred restaurant vouchers, a vacation bonus, RTT and the Leeto benefits platform.Find your perfect balance with hybrid and flexible work all while reuniting with your team in our stunning offices in the heart of Paris. #LI-HybridConnect with your colleagues through numerous events: afterworks, team buildings, town halls.Choose a committed company: partnership with Tree Nation where each Sociabble employee plants trees to offset their CO2 emissions.Our values : kindness, ambition, humility. At Sociabble we are Bootstrappers.Our recruitment processVideo meeting (45 minutes) via Teams with Louisa, Talent Acquisition.Manager interview (1h30) with Adrien, Customer Success DirectorSimulation (1h) in our Paris officeInformal meeting with Laura, Chief Customer Officer (15 minutes)Reference checkImportant information before applying :Permanent PositionBased in ParisAll your information will be kept confidential according to EEO guidelines.Remote Work : NoEmployment Type : Full-timeKey SkillsBusiness Development, Data Analysis, SaaSExperience : yearsVacancy : 1 #J-18808-Ljbffr