Customer Success Manager (H/F) - France

CDI
offre publiée le 18/04/2018
Informations clés
  • Entreprise

    Arkadin

  • Référence

    5ad730ebe7c72

  • Localisation

    75 - Paris

  • Type de Contrat

    CDI

  • Fonctions

    Commercial - Vente

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

As a Customer Success Manager, you are responsible for customer retention and driving customer satisfaction. You are also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.

You will own the 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

Qualifications


  • Bachelor’s Degree

  • Previous experience in post-sales account management (analytics, optimization/conversion and/or search).

  • 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.

  • Fluent in both English and French.
Informations complémentaires
  • Arkadin est signataire de la Charte de la Diversité afin de favoriser l’insertion de personnes en situation de handicap.