Main mission

As a CS Account Management Ops, you will be responsible for structuring, optimizing and enhancing operational efficiency within the Account Management teams. Working closely with the team members & management, you’ll ensure operational excellence in managing the clients’ relationships, identifying the right opportunities and closing them.

You will thus be at the interface of business teams, tooling and processes topics and will operate as the trusted business partner of Account Management teams from all countries (FR, DACH, IT, UK, SP and US).

Key responsibilities

Your main responsibilities will include :

• Process improvement : design, document & optimize Account Management processes (eg upsell identification)

• Performance reporting : set up & improve sales performance reporting for each stage of our upsell funnel (sourcing, qualification, demo, closing), track Sales KPIs (eg eMRR, demogen, NPS)

• Tooling and optimization : be owner of the Account Management tools (mainly Hubspot) and improve the dashboarding & automations between the modules / tools ; escalate the most technical & priority requests to CRM manager

• Business partner : understand the teams’ business needs and convert them into concrete solutions & action plans (eg clients tiering feature by feature, how to better sell a given feature)

• Decision making : formalize analysis and dashboards for management to assist in strategic decision-making

• Change management : ensure adoption of the Account Management initiatives over time by setting up both on-the-ground routines and management reporting

• Cross-collaboration with adjacent teams : align within CS (eg CS Ops, CS Enablement) as well as outside of CS (eg PMM, Revenue Ops, Sales Enablement) to guarantee alignment between Account Management operations and global initiatives

• OKR framework : contribute deploying the OKR-related initiatives to help reaching the Account Management targets

Qualifications

• +3 years of experience in sales with a strong focus on tools & processes, ideally experience in Sales Ops or Revenue Ops

• Strong data skills (KPI analysis, Hubspot, Excel)

• Good oral and written communication skills

• The ability to adapt to a fast-scaling environment

• A doer mindset excited by getting things done

• Excited by driving change on a daily basis with a continuous improvement approach

• Native language : French

• Fluent English required

• 1st : meet the Talent Acquisition team

• 2nd : meeting with Melanie Enjolras (Account Management Director)

• 3rd : technical case with Valentin Gouvernon