CSM Paris/Lille

Indefinido
Paris
Salario: No especificado
Fecha de inicio: 31 de diciembre de 2023
Unos días en casa

mediarithmics
mediarithmics

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El puesto

Descripción del puesto

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


Requisitos

  • 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.

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