The Client Partnership Lead is in charge of solidifying the customer relationship to secure the renewal of the existing customer portfolio, strengthen our visibility across all our customers and networks, and increase sales on the service side. The Client Partnership Lead intervenes on a WW perimeter.
Immersed in the “Customer Experience” department composed of 4 divisions: Customer, Production, Quality and Studio, as Customer Relationship Manager, you will report to the Client Director and you will be responsible for:

Improving the clients visibility and reduce the churn (less than 10%):

• Identify and meet the decision makers on all IWD US accounts or the ones who need particular attention or identified as priorities.
• Identify and meet the IT client service for each of the accounts identified as priorities.
• Implement targeted actions to improve our retention rate.
• Focus actions on large accounts that require seniority, time and energy to improve customer retention.

Increase in turnover on services:

• Be the link between the teams and the customer on the accounts identified as priority.
• Intervene with decision makers / C level / or brand ambassadors who are both prescriptive in the context of a deal or essential to a long-term customer relationship.
• Provide knowledge and business expertise to increase sales of services.
• Identify new opportunities for sales teams and thus contribute to the increase in turnover.

Partnership with CSM team:

• Be identified as an ambassador within the client department and support the CSMs to consolidate the client relationships.
• Support CSMs in the preparation of customer meetings and / or participate in customer meetings to help grow customer relationships.
• Ensure the continuous development of CSMs skill around client relationships.

NO SPONSORSHIP FOR A VISA: YOU MUST ALREADY HAVE THE AUTHORIZATION TO WORK IN THE USA (US citizen or green card, visa).

Your profile:

• Bachelor’s/Master’s degree in Business Administration and/or Information Technology or equivalent experience.
• Minimum 5 years of relevant work experience (account management/ upsell & customer relationship…).
• Strong knowledge of the Retail industry and Merchandising field.
• Working knowledge of software development process.
• Demonstrated project leadership skills, with direct responsibility for managing project teams, budget and schedule.
• An autonomous, motivated, curious and open-minded professional, who enjoys working in a start-up environment within a small team.
• Excellent interpersonal, verbal and written communication skills.
• A good command of Microsoft Office, especially Excel, is required. Knowledge of the Adobe suite is a plus.
• Prefers an entrepreneurial, fast-paced environment.
• Experience in Retail as a supplier, in software is a plus.
• Fluent in English, French is a plus.

Cover Letter + Resume