The Customer Success Representative (CSR) is responsible for identifying, qualifying, and initiating business opportunities with large companies within the Enterprise division, specifically focusing on the German market.

He/she works closely with Account Managers (AMs), Customer Success Managers (CSMs), and Key Account Managers (KAMs) within the Enterprise team to fuel the sales pipeline and support growth in the Key Accounts segment.

🎯 Main Missions

1. Onboarding and Adoption

• Prospect and guide new clients in mastering and implementing the Naboo platform, as well as setting up the preferential conditions negotiated for them.

• Canvass and identify new clients within the German market.

• Ensure the accuracy of the Back Office (entities, users) and HubSpot CRM (meetings, entities).

• Responsible for precise account mapping.

• Plan and participate in client events to foster platform adoption.

• Ensure rapid and optimal adoption of the solution by users (follow-up on meetings, reminders until the first event is held).

2. Monitoring and Client Relations

• Master the consumption habits of each client and anticipate the next steps of the collaboration.

• Perfectly understand the commercial conditions and specificities unique to each account.

• Collect post-event client feedback:

  • Post-event NPS (related to the provider for each event).

  • Naboo NPS (quarterly, related to the AM service).

3. Proactivity and Problem Solving

• Proactively identify clients at risk of disengagement and define adapted action plans.

• Coordinate with internal teams (AM, Product, Supply, Tech, Marketing) to effectively resolve problems encountered by clients.

4. Product Feedback and Continuous Improvement

• Collect and analyze client feedback to contribute to the continuous improvement of the product or service.

• Propose solutions to improve processes; systematically integrate AI into workflows.

🔑 Required Skills and Qualities

Personal Qualities (Soft Skills)

• Communication: Excellent written and oral communication skills with active listening capabilities.

• Relational Intelligence: High empathy and a strong client-oriented mindset.

• Organization: Rigor in follow-up and strong organizational skills.

• Problem Solving: Ability to solve problems and manage conflict situations.

• Mindset: Proactive, autonomous, and capable of working well within a team.

Technical Skills (Hard Skills)

• Language Proficiency: Native or Bilingual German is mandatory (as you will be managing clients in Germany/DACH region). Professional proficiency in English.

• CRM Mastery: Proficiency with tools such as HubSpot, Minari, and Back Office systems.

• Product Knowledge: Strong understanding of the Naboo product/service and its technical environment.

• Data Analysis: Ability to analyze data and report on client satisfaction and usage.

• Project Management: Skills in managing onboarding phases and deployment.

📈 Key Performance Indicators (KPIs)

• 0-6 months: Development of “New” business // rapid repeat business upon signing the first event.

• From month 7: Consolidation of existing clients + focus on repeat business.

• Activity: Number of calls per week.

• Conversion: Number of scheduled meetings vs. realized meetings.

• Impact: Number of transactions resulting from a CSR action.

• Success: Deployment and adoption rates.

• First meeting with Eugénie, CSR Team Lead

• Business Case

• Speed meeting (where you meet 4 to 5 people from Naboo)