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Didomi
Didomi

Enterprise Customer Success Manager

Permanent contract
Paris
Salary: Not specified
No remote work
Experience: > 5 years
Education: Master's Degree

Didomi
Didomi

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The position

Job description

As part of our growth, we seek an Enterprise Customer Success Manager to oversee our Enterprise Accounts.

Customer Success Management Missions:

  • Manage our Enterprise Accounts (1500 - 15000 MRR)
  • Navigate complex organizational structures to establish and nurture strong relationships that facilitate usage and drive success with Didomi’s technology
  • Work with our onboarding team to ensure a seamless transition from onboarding to continuing support minimizing churn and fostering customers loyalty
  • Develop solid relationships with users of our platform on a daily basis, providing training to make them product experts
  • Ensure a high adoption rate (for example with operational and methodological training for key accounts)
  • Guarantee our proof of value (ROI): reports, calls, meetings, Business Reviews, workshops
  • Develop a deep understanding of Planhat technology to help create best practices for customer success (e.g. support the creation of customer best practices)
  • Design and present executive business reviews and strategic success plans for key stakeholders to demonstrate how tactical strategies are delivering positive business outcomes
  • Maintain a profound market and industry knowledge, including relevant stakeholders and decision makers in the industry
  • Help to collect feedback, reviews, case studies (ambassadors program)
  • Be the Customers’ voice for improvement and development of new features
  • Answers our clients’ needs, questions, concerns
  • Identify portfolio development opportunities in partnership with the KAM team
  • Maintain a very high level of customer satisfaction

    • Project Management Missions:

  • Manage our Enterprise Accounts and the long term account strategy 
  • Planning management, coordinate internal teams, internal / external communication
  • Be a functional expert of Didomi
  • Contribute to data interpretation on the platform

    • Skills:

  • Bac+5 (business school, law school or engineering school)
  • You have 3 to 5 years of Customer Success or consulting experience 
  • Experience providing insights, building relationships with, and driving value to C-Level contacts with enterprise accounts in a B2B environment
  • Experience building, analyzing, and interpreting customer data to influence stakeholder decision making
  • Client facing experience within a SaaS software company is required
  • Significant project management experience and/or formal certifications (PMP, Agile, etc)
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizations
  • You speak French and English fluently, another language is a plus
  • You have excellent communication skills
  • You are energetic, enthusiastic, self-motivated, open-minded, client-oriented
  • You are autonomous, proactive
  • Knowledge of HTML, CSS, and JavaScript is a plus

    • Recruitment Process:

  • 1- HR screen with our Senior Talent Acquisition Manager (15min)
  • 2- ITW with one of our lead CSM (45 min)
  • 3- Case study with manager & one team member (30-45 min)
  • 4- Last ITW with our CS Director (20-30 min)

    • Want to know more?

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