Are you interested in Customer Success, project management and fostering cross-functional collaboration? Do you have/or want to achieve small and large scale technology projects? Are you confident, assertive and driven to succeed? Then we may have something for you!

As Customer Success Onboarding & Support Manager you will be part of the Customer Success team in Besedo, which is the ambassador of Besedo knowledge, solutions and product. It is responsible for implementations of new services, product and supports Sales & Marketing by using our expertise to win new clients. It also works continuously with Service Delivery teams on finding new ways to improve operational delivery via tools and processes and engages all levels of the organization to share knowledge, best case practices and elevate our expertise on the market.

Overview of the role:

As Customer Success Onboarding & Support Manager, you will manage the onboarding of new clients from when the customer signs the contract to handover to a fully functioning team and ensure they remain well-aligned with client needs and consistent with contractual scope. This will be a cross-functional role and you will work with all parts of the organization, mostly with our product and data scientists team in Paris.

Within these roles you will also play an essential point of contact for our clients and colleagues alike when escalating issues within our product. Your analytical skills will be required to identify the root cause of the issue and escalate to the relevant parties in a timely manner. These skills will also be utilized to create processes and documentation to assist and enhance the standing of the team and the product alike.

As a part of the Customer Success team, you will also support Sales & Marketing with various external reports, demos and analysis for the prospects. You will also foster cross-functional collaboration, engage the organization in effective knowledge sharing and educate Besedo functions about latest industry trends, our product and operational best case practices.

You will report to Head of Customer Success Manager and this role from time to time might have interns and/or Junior roles reporting into you when the vacancies are needed.

Results:

• Achieve and maintain excellent relationships with existing clients and reduce churn.
• Successful implementations of new services and product, both from operational and client satisfaction side.
• High quality reports for clients, team and sales support completed on time.
• Access to a pool of knowledge that the company has accumulated over the years with focus on your growth and development.

Tasks and behaviors:

• Work with a high level of communication skills to ensure the client and business alike are aligned on any issues.
• Lead the work of identifying areas of improvement within the onboarding and support and document these new processes.
• Increase renewal rates, drive usage and reduce churn.
• Plan, document and lead implementations of services, solutions and product.
• Set and document scope, timelines, milestones and risks for each implementations and continuously adapt/maintain them during project lifecycle.
• Effectively communicate and coordinate with all stakeholders and ensure decisions, changes, tasks and meeting notes with them are actively documented and kept up to date.
• Provide and escalate feedback on issues and challenges faced in a timely manner.
• As part of implementation cycle, ensure client satisfaction through regular follow-up, client responsiveness and communication.
• Drive and document regular retrospective leading to improvements after every milestone during and also after the implementation process.
• Collaborate on crafting new sales proposals, lead & create Demos and take a consultative approach towards clients.
• Support Service Delivery with expertise in filters and product knowledge. This includes and is not limited to the delivery of expert reports, trainings, monthly knowledge forums.
• Stay up to date with the industry knowledge and trends and help to educate the organization.
• Maintain excellent working relationship and professional attitude towards colleagues in all centers.

Skills and competences:

• Exemplary written and verbal communication skills with excellent command of English any another language will be considered and asset.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Identify opportunities for customers to act as Besedo advocates (e.g. testimonials, case studies).
• Demonstrated project management skills, i.e. through leading technology projects and implementations.
• Exceptional ability to organize and identify resources required to implement identified projects.
• Team player with demonstrated ability to work and assist with all levels of the organization (operations, product development, sales, marketing).
• Ability to coach mentor and develop employees reporting to you in line with Besedo Values.
• Able to learn quickly and take decisions through an analytical approach.
• Solution oriented with a “can do” attitude.
• Takes initiative to produce improvements both internally and with clients.
• Able to prioritize work and respond quickly to changes and new projects in a fast paced setting.
• Tech savvy and proficient with in Microsoft Suite (Excel, Word, PowerPoint, Outlook)
• Knowledgeable on tools such as JIRA, Grafana, Postman & GitLab, together with manipulation of JSON and curl will be considered an advantage.

Please submit your covering letter and CV in English