Key Responsibilities

• You will take care of the daily management of our Customer Success and Support organization, including coaching & developing the team.
• Based at our HQ in Paris, this is a global responsibility including Offices in Spain, the UK and the United States. Your experience needs to demonstrate ability to manage processes and people into a multicultural environment.
• Member of Executive comittee
• You will oversee an efficient and customer-friendly Customer Success process, as well as Support process.
• Establish, evolve and grow the role of Customer Care within Ringover, including the constant development of the team.
• You will identify, implement and manage tools to help drive superior customer care.
• Regularly meet with direct reports to review the customer health of their accounts, assist with complex sales cycles, discuss pipelines, mitigate risk and provide guidance as necessary.
• Regularly meet with direct reports to review the Customer Support health of the ticket stream, check for Bug Reporting, blocking points, support in process improvement, link with the Tech team for escalation issues, mitigate risk and provide guidance as necessary.
• Drive continuous change and improvement initiatives throughout the team, raising improvement suggestions and/or pain points to the Senior Leadership as necessary.
• Manage the activities and performance of the team to ensure correct execution of policies, practices and procedures.
• Contribute to the transition of Ringover’s solutions to a SaaS, while providing Customer Success and Support coverage to all customers.
• Own and drive our renewals business, growing the business through retention/renewal practices and expansion usage.
• Maintain clear and concise Renewal activity records and prepare required monthly reports within Salesforce and present to management as necessary.

Minimum Requirements

• Highly motivated overachiever with 5+ years’ experience in Management of Customer Success and Support.
• You are a true people manager with proven managerial experience of at least 5 years, including managing a remote team within a multicultural environment.
• Experienced in CRM systems (Salesforce) and Customer Success Management platforms.
• Be adept at using computer technology for day-to-day operations such as MS Office and CRM systems.
• Ability to communicate effectively and clearly to ensure critical issues are handled in a timely fashion.
• MBA nice to have
• Saas experience required 
• bilingual French and English other languages is an asset.
• Ability to travel when required (e.g. Barcelone, London, Atlanta).