Team

You will join a team of 5 collaborators managing more than 60 clients from different industries such as Media, Retail, Telecoms in France or abroad.

Responsibilities

Operations

• Manage with a good level of autonomy and proactivity his/her client portfolio and deliver on exceptional customer experience from the onboarding onwards.

• Ability to have a proactive communication, orchestrating the right internal resources to align, track and follow customer business goals

• Ensure a high level of customer satisfaction at every level of the organisation by structuring the account in a customer centric way: understand business goals, track mediarithmics ROI, organise QBR and informal lunches with the right stakeholders, gather and provide feedback to product teams, have an excellent communication with the client

• Facilitate a quick client onboarding to ensure they rapidly adopt the platform, use it with a maximum autonomy and experience a quick ROI

• Promote our business expertise: share our expertise internally by training new employees, sharing news and/or innovations relating to our expertise, and externally by producing marketing content, pre-sales or through our business support services.

• Specify functionally development requests (project costing, define teams to be involved, anticipate plannings), prioritise and monitor their implementation (in run)

• Ability to anticipate potential problems, propose, carry out and escalate if necessary corrective actions in collaboration with the SA and technical teams

• Manage with a certain level of autonomy complex situations with the client with an exceptional level of communication.

• Ability to identify customer at risk and collaborate with other teams to provide an actionable plan

• Advise clients in the use of the mediarithmics platform to bring them to autonomy

• Collaborate and make sure clients’ documentation reference is updated on our different tools: architecture guide, use cases in place, QBR minutes…

• Continuously propose business insights and functional evolutions of mediarithmics

  product

Business:

• Conduct regular account reviews with clients (QBR) in order to:

  • identify the ROI of the platform

  • identify new business opportunities

  • identify operational & support challenges

• Identify opportunities and qualify up-sell opportunities on his/her accounts in order to strengthen partnership and maximise NRR

• Manage the financial growth of accounts (fight against churn, identification of upsells, …)

• Qualify and direct the business expectations of mediarithmics customers towards use cases of value for the customers and mediarithmics

Help on building strategic relationships with senior client stakeholders: understanding their priorities and business objectives, and helping them to achieve these through using our product.

Operations

• Participate in the development of the CSM team at mediarithmics : new tools to be prospected, documentation of team processes and practices on internal tool, UserGuide documentations

• Participate in the recruitment process & onboard new entrants

• Contribute to extend mediarithmics’ market penetration with Sales / Marketing / CSM : participation in sales meetings, RFIs / RFPs, marketing events

• Transforming our clients into mediarithmics best advocates and identify opportunities for new case studies, articles, webinars.

• Become the internal and external reference point for mediarithmics in its areas of expertise (particularly Retail, Retail Media, CPG, Publisher): competition, market needs thanks to regular trainings provided by mediarithmics or an external entity.

Success in this role is based on 2 main KPIs

• Net Retention Score

• Client satisfaction through CSAT score and NPS

• Bachelor’s degree in Business, Marketing, or a related field.

• Proven experience as a Customer Success Manager or similar client-facing role in a SaaS

  environment / consultant

• Proficient level of English / Another language like German is a plus

• Strong communication and project management skills

• Previous experience in the retail or media sector is a plus AND / OR experience in a marketing position

• Strong understanding of Customer Data Platforms and the ability to communicate

  technical concepts to non-technical stakeholders.

• Excellent communication and interpersonal skills.

• Proactive and solution-oriented mindset.