Customer Success Manager (H/F) - France

CDI
offre publiée le 13/11/2017
Informations clés
  • Entreprise

    Arkadin

  • Référence

    5a094718261aa

  • Localisation

    75 - Paris

  • Type de Contrat

    CDI

  • Niveau d'études

    Bachelor’s Degree

Présentation de l'entreprise

Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic

Mission

The Customer Success Manager is responsible for customer retention and driving customer satisfaction. He/She is also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.

Own overall relationship with assigned clients, which include :
o Renewal : Negociate commercial terms whitin set guidlines
o On-Boarding : Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
o Adoption : Manage and increase revenue within existing client by expanding usage
o Customer Satisfaction : Conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate.
o Upsell : Work to identify and/or develop upsell opportunities.

Keys to success:

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
 Develop, prepare, and nurture customers for advocacy.
 Identify Cross-sell opportunities within your existing customer base.
 Act as the customer’s advocate throughout Arkadin, facilitate the prompt, effective resolution of all service related issues.
 Proactively act on problems and Manage Service Improvement Plans if required
 Identify, qualify and influence new projects around Unified Collaboration/Communication within territory.
 Position Arkadin as a Unified Collaboration services providers by having a full understanding of consultative solution selling.
 Driving adoption and usage of the Arkadin service.
 Developing strong, long-lasting customer relationships as a trusted advisor.
 Organizing regular Customer Business & Service Reviews
 Lead Customer into Arkadin’s Standard Processes
 Overseeing the onboarding experience and training for new customers.
 Working with customers to ensure they are leveraging the solution effectively and using best practices.
 Tracking and reporting on customer health and deliver different outreach programs
 Proactively monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates.
 Identifying, managing, and closing up-sell opportunities among assigned customers.
 Negotiating and closing renewals with assigned customers.
 Developing and maintaining deep expertise of Arkadin products and best practices to provide value to customers.
 Independently manage the entire sales cycle.
 Maintain accurate records within the company’s sales database.
 Demonstrate accurate forecasting and maintain a healthy sales pipeline.
 Perform other assigned tasks as requested.
 Perform blueprinting and mapping of your existing Customer base.

Profil recherché

‐ Bachelor’s Degree
‐ Previous experience in post-sales account management (analytics, optimization/conversion and/or search). Candidates with pre-sales or professional services background will be considered.
‐ Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels
‐ Thorough knowledge of all aspects of hosted services market is desirable.
‐ Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction.
‐ Exceptional presentation, written and oral communication skills.
‐ Very structured working methodology, ability to deal with several different activities in parallel.
‐ Able to anticipate and identify not defined problems/issues.
‐ Strong team player, tenacious, and result-driven.
‐ Experience working with CRM tool (ex. Sales Force.com)
‐ Working knowledge of MS Office applications
‐ Language requirements: Depending on Region

Informations complémentaires
  • Arkadin est signataire de la Charte de la Diversité afin de favoriser l’insertion de personnes en situation de handicap.