Senior Customer Success Manager

🤖 Hi! we make machines talk!

InUse is an industrial IoT company created in 2015 on the belief that we can make machines intelligent and factories more efficient by combining manufacturing data with the knowledge of manufacturing experts.

The application delivers connected services to over 100 factories, helping them to engage into a digital continuous improvement of their performance, maintenance and quality processes. We also provide cutting-edge technologies to equipment manufacturers to create a continuous relationship with their customers, fueled by their machines’ data.

Based in Boulogne-Billancourt, InUse supports manufacturers in various industries such as food & beverage, renewable energies as well as equipment & machine manufacturers.

About the team 🙌

Our highly dedicated Customer Success team has both the art and the science for delivering customer satisfaction.

People in the team, François, Kevin, Julien and Thomas share a passion for helping our clients to digitalize their production facilities. They grow in a demanding industrial environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers to get the best of our application and their production assets.

Your mission 👇

We are looking for our 5th Customer Success Manager with a strong interest in data science and the industrial world, a critical, rigorous and curious mind, who would like to combine data analysis and industrial processes with project management and customer relationship.

You will develop a deep knowledge of the production processes and use cases of our customers. You will join the Operations team who work directly with customers and in daily collaboration with the R&D team. The position is oriented on data, its meaning and its exploitation. You will then need to have a vision of the entire data integration chain, from the connectivity of industrial machines to the restitution of data analysis.

This role based in our HQ in Boulogne-Billancourt will report directly to Fabrice, Head of Customer Success.

What you’ll do ✏️

• Empathize with every aspect of the customer experience, putting customers’ needs first
• Guide and coach customers and sales representatives with dedicated customer success processes
• Travel and meet with customers onsite to discover and understand their needs and help them develop an onboarding process
• Ensure customers are updated on new product features and have developed a roadmap to implement
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Identify common customer challenges and actively suggest better solutions
• Gather customer product feedback to help product management define the product roadmap
• Partner closely with R&D and Product Management teams to translate business needs and product requirements into new solutions for customers
• Develop and maintain extraordinary relationships with existing customers to ensure their satisfaction and retention while helping to grow our incremental revenue
• Educate customers on the value of the overall solution and encourage optimal utilization
• Organize training sessions with customers to empower their teams so they become increasingly self-sufficient

About you 💪

• 5 years minimum of experience in a customer-facing role within a data oriented organization. SaaS experience is a benefit
• Excellent written and verbal communication skills in both German and English
• Strong analytical skills, rigorous, curious and prone at delivering within schedule
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong internal and external relationships
• Consistent track record of highly-professional customer service in a fast paced, dynamic environment Motivated by new technologies and industrial IoT. An experience in the manufacturing industry is a benefit
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s Degree / Master’s Degree in Engineering, Computer Science or similar technical field of study
• Available for travelling

• Meeting 1 with Fabrice, Head of Customer Success
• Meeting 2 with Guillaume, CTO
• Case study
• Call with Philippe, COO