Customer Success Manager EMEA (FR / EN Speaker) - Paris - F/H/X - CDI

CDI
Paris
Salaire : 44K à 52K €
Télétravail fréquent
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Partoo
Partoo

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Le poste

Descriptif du poste

WHO ARE THEY ?👀

Partoo is a B2B SaaS scale-up who is committed to helping local businesses, large companies or SMEs to get closer to their customers. To do this, they have developed an all-in-one platform and different solutions that revolve around 3 value propositions: Get Found, Get Chosen and Get Clients.

Through these 3 propositions, they have developed several products that adapt to changes in the customer purchasing journey:

🔎 Get Found

Presence: Synchronize store information on main platforms (Google, Facebook, Waze, etc.), directories and GPS.

Store Locator: Help customers find the store that’s right for them with up-to-date local data and dedicated filters on retailer websites.

Social Media: Manage posts on Facebook, Google, Instagram, etc.

🎯 Get Chosen

Review: Centralize, reply to and analyse customer reviews received on Google and Facebook.

Booster: Get additional positive reviews on Google through SMS and QR codes.

Messages: Centralize and reply to all chat messages received via Google Business Messages, Messenger and soon also via Instagram, WhatsApp, etc.

🫱🏼‍🫲🏽 Get Clients

Payments: Be able to offer online or QR code payment to customers

Click & Collect: Allow customers to buy products online and pick them up at the point of sale

Delivery: Offer home delivery

Some key figures 🗝

--> Happy at Work label and the best Glassdoor rating in the French tech environment 4.9/5 with more than 200 reviews ️️️️️⭐️⭐️⭐️⭐️⭐️

--> 400+ happy employees, 36 different nationalities, offices in Paris and Barcelona 🚀

--> They manage 200,000 points of sale and work cross-functionally with +650 chains (Carrefour, Generali, Toyota, Decathlon, Essilor, etc.) and +4,000 SMEs in around 100 countries.

ROLE & IMPACT 💥

Partoo is opening new markets and acquiring more and more customers in the EMEA area. We are looking for a highly motivated CSM, fluent in English and French, to help us build an amazing customer support in the area.

SOME MEMBERS OF YOUR TEAM 💙

Alexandra - CSM DACH & International - from Munich - German & English speaker

Lara - CSM DACH & International - from Istanbul - Turkish, French & English speaker

YOUR MANAGER:

Caroline : Originally from Toulouse, Caroline brings the sun of the South to Partoo (and to Paris!) and her friendliness to the delight of her customers! Her mission? To ensure full customer satisfaction. Otherwise, she loves museums and art, travelling, and baking!

MISSIONS 🔥

🤩 Ensure the satisfaction of international customers

  • Guide clients through their Partoo journey: Act as a trusted advisor, providing personalized support and expertise to clients as they navigate through implementing Partoo's solutions. Emphasize the partnership aspect and the collaborative effort to achieve success.
  • Deliver immersive training sessions: Conduct comprehensive training sessions not only on Partoo's platform but also on the latest features of Google Business Profile, tailored for both headquarters and local branches. Highlight the practical benefits and real-world applications to keep participants engaged.
  • Monitor progress with dynamic KPI reviews: Utilize quarterly presentations to not only review key performance indicators but also to celebrate achievements and discuss actionable insights. Showcase the impact of Partoo's solution in driving tangible results for the clients' businesses.
  • Drive project success through effective management: Take charge of project management efforts, illustrating the value of Partoo's solution to clients through strategic planning and execution. Showcase success stories and case studies to demonstrate the positive outcomes achieved.
  • Conduct insightful annual business reviews: Conduct thorough annual business reviews to evaluate the project's overall performance and identify areas for improvement or optimization for the upcoming year. Emphasize the long-term partnership and commitment to continuous enhancement.
  • 💶 Ensure portfolio growth:

  • Renewal Proficiency: Cultivate enduring client relationships through personalized renewal strategies, ensuring seamless transitions and continued satisfaction.
  • Expansive Growth: Drive portfolio expansion by identifying tailored upsell and cross-sell opportunities, amplifying value and deepening client engagement.
  • 💻 Improve products and processes:

  • Facilitate Product Development Collaboration: Serve as a bridge between clients and our Product and R&D teams, ensuring that feedback is effectively communicated and solutions are promptly implemented.
  • Drive Product Enhancement Initiatives: Lead cross-functional initiatives with product teams to innovate and evolve the Partoo product, delivering cutting-edge solutions that exceed client expectations.
  • Champion Process Optimization: Champion a culture of continuous improvement, leveraging best practices and innovative strategies to optimize processes and drive collective efficiency across the team.
  • Promote Innovation Through Project Proposals: Drive innovation by proposing and championing new projects that align with team goals and strategic objectives, fostering creativity and pushing boundaries to achieve excellence.
  • IT'S A MATCH 🎯

  • Passionate Customer Focus: Demonstrated enthusiasm for understanding and exceeding customer needs.
  • Experience: 3+ years overall, including 2+ years as a Customer Success Manager.
  • Bilingual Proficiency: Fluent in English and French (Native level).
  • Strong Interpersonal Skills: Ability to engage effectively with clients and team members.
  • Initiative and Drive: Motivated by curiosity and proactive problem-solving.
  • Organizational Skills: Detail-oriented with effective task management abilities.
  • Autonomy and Proactivity: Able to work independently and take ownership of tasks.
  • Team Collaboration: Dynamic team player, contributing positively to team success.
  • Clear Communication: Excellent written and oral communication skills.
  • RECRUITMENT PROCESS 🛠

  • An interview in English with Jeadyne, Talent Acquisition Manager (30 min) 
  • Case Study (Should take around 2 hrs to complete)
  • An interview in French and English with Caroline, Team Leader Customer Success Europe (1h)
  • A 15' virtual team fit coffee with Alexandra or Lara
  • An interview with Maya, VP Customer Success (45 min)
  • À compétences égales, ce poste est ouvert aux travailleurs et travailleuses en situation de handicap ou assimilés au sens de l’article L5212-13 du Code du travail. Partoo s’engage en faveur de la diversité, l’égalité professionnelle, l’emploi des travailleurs handicapés.

    With equal skills, this position is open to disabled workers or those considered to be disabled within the meaning of Article L5212-13 of the French Labour Code. Partoo is committed to diversity, professional equality and the employment of disabled workers.

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