Lead Customer Success Manager

19 hours ago

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Didomi

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Didomi builds technology that allows organizations to place customer consent at the core of their strategy.

Privacy • GDPR • Software • GDPR Compliance • Privacy Management

51 - 200

💰 Series B on 2021-07

Description

• Management of a team of 5 people: • Daily support: daily support of CS team members, monthly/quarterly reviews, team training, organization of HR points • Implement the best monitoring for the team • Guarantor of the results of the division: productivity, customer relations, loyalty • Monitoring of the squad’s management KPI's tools (calls, retention, upsells, etc.) • Managing your book of business (Enterprise customers): • Manage our Enterprise Accounts (1500 - 15000 MRR) • Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Didomi’s technology • Minimize churn and create customers loyalty • Develop solid relationships with users of our platform on a daily basis • Ensure a high adoption rate (for example with operational and methodological training for key accounts) • Guarantee proof of value for our customers (ROI): reports, calls, meetings, Business Reviews, workshops • Develop a deep understanding of Didomi’s technology to help create best practices for customer success (e.g. support the creation of customer best practices) • Design and present executive business reviews and strategic success plans for key stakeholders to demonstrate how tactical strategies are delivering positive business outcomes • Help to collects feedback, review, study case (ambassadors program) • Be the Customer’s voice for improvement and development of new features • Answers our clients needs, questions, concerns • Identify portfolio development opportunities in partnership with the KAM team • Maintain a very high level of customers satisfaction • Animate in-person meetings with your customers • Project Management: Manage our Enterprise Accounts and the long terme account strategy • Planning management, coordinate internal teams, internal / external communication

Requirements

• Master Degree • Experience providing insights, building relationships with, and driving value to C-Level contacts in B2B environment • Experience building, analyzing, and interpreting customer data to influence stakeholder decision making • Client facing experience within a SaaS software company is required • Significant project management experience and/or formal certifications (PMP, Agile, etc) • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizations • You are business fluent in French & English (bonus if you speak Spanish or German) • You have excellent communication skills • You are energetic, enthusiastic, self-motivated, open-minded • Leadership experience and skills