Customer Success Manager

Depuis 1999, Scaleway, filiale du groupe Iliad, figure parmi les leaders du cloud computing Européen.

Forte d'une équipe dynamique de près de 600 collaborateur(ice)s issus de tous horizons, notre entreprise offre un environnement de travail stimulant et international où se mêlent créativité, innovation et excellence technique.

Situés à Paris et Lille, nos bureaux sont des hubs d'échanges uniques, favorisant la coopération quotidienne de nos Scalers. Ensemble, nous partageons une vision commune : contribuer à la création d'une industrie numérique plus responsable

**About the job**

As Customer Success Manager, you will be responsible for maintaining a good relationship and satisfaction rate with existing customers (Public Sector and Education), while developing the revenue with the Senior Account Executive Hadrien FAUCQUEZ. Reporting to the Head of Customer Success, you will be in charge of developing a portfolio of existing customers through follow-up and support actions.

**Responsibilities**:

- Ensure your customer’s satisfaction and loyalty by building success plan and regular contacts
- Mitigate churn by building customer loyalty Design and follow with your customers a collaborative success plan
- Build, maintain, and leverage strong relationships with business and IT decision makers
- Enhance the MRR through additional sales based on identified customer needs
- Generate and lead your own sales opportunities (upsell / cross-sell), involving negotiations and deal management. Including management of renewals.
- Understand the business of your customers to address their challenges, share insights (summary) internally on strategy’s change and follow up action plans
- Collaborate cross-functionally with the AE, Product, and Support teams to ensure a consistent client experience and drive revenue growth.
- Contribute to the improvement of the customer experience through satisfaction indicators
- Accompany customers in their product learning process and actively participate in product feedback for the continuous improvement of our services
- Monitor and analyze customer metrics. Utilise data-driven insights to identify trends, opportunities, and areas of growths

**Minimum Qualifications**:

- Learn-it-all mentality, with a desire to better understand both business and technology solutions
- Previous experience in sales in the Public Sector and/or Education industries
- Track record in your sales career of achieving targets
- Strong project management abilities and attention to detail
- Excellent communication, presentation, and interpersonal skills
- Past experience or knowledge of the Cloud industry is preferred
- You are curious & passionate about the future of AI & cloud computing
- Fluency in English and French

**Location**

This position is based in our offices in Paris (France)

**Recruitment Process**

You will have three interviews:

- Screening with our Recruitment Manager

- Second interview will last 45 minutes with Hadrien FAUCQUEZ, Senior Account Executive Public Sector & Education

- Development of a 30 /60 /90-days action plan

- Third interview will last 30 minutes with our CSO, Doreen Pernel & Head of CSM Nadia Arhmir

(Action plan will be reviewed asynchrounsly before interview and Q&A)

To note, one of those interviews will be at the office in Paris with social interaction with the team (Coffee / Lunch)

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