Lead Client Success Manager

il y a 3 semaines

NeuillysurSeine, Île-de-France MicroStrategy Incorporated Temps plein
Job Overview

Position Summary:

As a Senior Customer Success Strategist, you will oversee MicroStrategy's most significant and high-impact client accounts. Your role will involve acting as a trusted consultant to your clients, gaining in-depth knowledge of their organization and sector, and partnering strategically to enhance their utilization of the MicroStrategy platform to fulfill their business objectives. Your focus will be on delivering exceptional customer satisfaction and a tailored experience at every interaction. You will collaborate closely with clients to grasp their business goals, challenges, and needs, and work with internal teams to ensure successful adoption, implementation, and ongoing engagement with the MicroStrategy platform.

Onboarding New Clients

Facilitate the onboarding journey for new clients, ensuring a seamless and effective implementation.

Account Oversight

Act as the main point of contact for designated client accounts, building strong relationships and trust. Conduct regular follow-ups with clients to assess their changing needs and challenges. Track client engagement and usage of our SaaS offerings, providing insights for enhancement.

Client Advocacy

Identify and cultivate advocates within our client base to help promote our offerings. Encourage clients to share testimonials, case studies, and referrals.

Training and Development

Ensure clients receive comprehensive training and highlight opportunities for further education on new features and products.

Problem Resolution

Serve as a liaison between clients and internal teams to swiftly address and resolve client issues or concerns. Escalate critical matters to the appropriate teams and ensure prompt resolution.

Contract Renewals and Upselling

Ensure timely renewals of client agreements, proactively addressing any risks to achieving full renewal. Identify potential for upselling or cross-selling additional products or features and collaborate with sales as necessary. Provide accurate forecasts regularly to senior management.

Client Feedback and Insights

Collect client feedback and insights to guide product development and enhancement initiatives. Advocate for client needs and priorities within the organization.

Performance Metrics and Reporting

Maintain and update client success metrics and KPIs. Deliver regular reports on client engagement, satisfaction, and product utilization.

Required Qualifications

Essential Experience and Skills:

Bachelor's degree in business, marketing, or a related discipline (or equivalent professional experience). Over 10 years of demonstrated experience in a client-facing role, ideally in customer success, account management, or sales. Strong communication and interpersonal abilities. Excellent project management, problem-solving, and conflict resolution skills. Familiarity with SaaS products and the technology sector. Experience in Business Intelligence and AI is advantageous. Ability to collaborate effectively with cross-functional teams. Results-driven with a focus on client satisfaction and retention. Proficiency in customer success management tools and CRM software (e.g., Salesforce) is a plus. Relevant certifications in cloud technologies (e.g., AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, Cloud (GCP)) are a plus. Fluency in both French and English languages.

Additional Information

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