Digital Customer Success Manager Fr

**Your Mission**:
As a Digital Customer Success Manager of Tellent your mission is to spearhead Tellent's Digital Customer Journey You will be responsible for the French market, where you will manage and drive the expansion and renewal of our customer base (incl. cross
- and upsells) at scale. Successful team members are hands-on, have a high level of ownership, and are obsessed with giving our customers the best digital led experience possible.

This is an exciting career opportunity in a dynamic growth-stage scale-up where your contribution is directly visible at company level. You will be leading projects which directly impact our business goals. As our Digital Customer Success Manager you will test, roll-out and iterate all your ideas.

**About the team**:
The Customer Experience Team has 7 team members. The current goals of the team are to become a proactive team that drives adoption and increases retention. You will be responsible for defining, leading, and tracking strategic and operational programs to improve Tellent’s ability to effectively and efficiently deliver excellent customer outcomes through the digital experience. You will cross-functionally work to orchestrate results with Customer Success, Sales, Marketing, Product, Engineering, Support and Finance.

**Your 12-month journey**:
**During the first 3 months** you will get to know the team, the products and your market. You will join customer calls to understand the pain points of the customer and will quickly be involved in the whole customer journey, from onboarding to renewal You will take over projects that are running already and work closely together on them with your Teamlead. You will also start identifying potential initiatives that would suit your market. To better support you in your onboarding, your daily tasks as well as getting to know the team we appreciate you coming to the office frequently during the first weeks.

**Within 6 months** you will be fully engaged in your market and have setup your first project. You will own a proactive customer campaign and its output. Pick up customer requests from your market and collaborate with other departments like Sales, Support and Product Marketing.

**After 1 year** you are the master of your own market and together with the team are delivering value to your customers at scale You have a grip on what is happening in your market, understand where the risks are and can plan your months ahead with projects that play into the trends and movement of your market. You have established good relationships with both customers and colleagues to efficiently roll-out multiple initiatives - from product education center to community events. In this time you can come to the office at least two times a week to mingle with your colleagues as well as to foster collaboration.

**What you’ll be doing**:

- Establish the Tellent Digital Customer Journey together with the team and be the voice of the customer.
- Collaborate with internal teams, including Sales, Product Development, Support and Product Education to ensure better adoption and ongoing support for clients in a scalable way.
- Monitor your market's retention, adoption and engagement metrics to identify trends, potential issues, and areas for improvement.
- Proactively drive opportunities for upselling or cross-selling additional products or services to boost revenue growth.

**What you’ll bring to the team**:

- French language skills at a native level
- English language skills at a professional level
- Customer centric mindset - think from the customers needs
- Experience in a customer facing role
- Analytic - the person has to be able to measure, analyze and explain data.
- Project management - the person has to be able to run scale projects effectively
- Commercial - the person is able to identify commercial opportunities and act on them
- Experience with Digital Programs, Customer Marketing, Product Education, or related experience with a technical SaaS or subscription software service
- Confident in a tech environment and comfortable with new software.
- Any transferable skills that have been gained in client facing roles are welcomed

**Recruitment Steps**:

- Intro call with Ágota, the recruiter responsible for this role - aligning on experience and expectations
- Interview with your potential Teamlead - deeper conversation on the role
- Case Assessment & Meet the Team - assessing your skills and meeting your potential future team
- Final call - Feedback from the recruiter

**What we offer**:

- A chance to be part of and to shape one of the hottest, most ambitious scale-ups in Europe
- Type of contract - Permanent contract
- Office located in the heart of Paris, near Pigalle, in the 9th district
- Alan Blue Healthcare plan
- 50% Pass Navigo reimbursed
- 25 holiday days + around 9 RTT + 2 wellbeing days in 2024
- 1 sophrology session per month
- Subscription plan to Mokacare to take care of yourself
- Work from anywhere 4 weeks a yea