Customer Success & Account Manager – EMEA & FR Clients - Permanent contract

Company Description

What if companies had truly informed, engaged, and influential employees? 

Imagine a company where employees are not only informed and engaged but also influential on social media. This is what Sociabble has been offering since 2014 with its SaaS platform for Internal Communication, Employee Advocacy, and Employee Engagement. Today, Sociabble is used by giants like Coca-Cola CCEP, AXA, EDF, Accor, Renault Group, CapGemini, and Primark, in more than 180 countries.  

International since day 1, the company has offices in Paris, Lyon, Boston and Mumbai. 

From its inception, Sociabble has been international, with offices in Paris, Lyon, Boston, and Mumbai. Founded by Jean-Louis Bénard and Laurent Gauthier, pioneers of the Internet for the past 25 years, the company combines the best practices of SaaS businesses with a bootstrapping culture, ensuring profitable and sustainable growth. Sociabble is recognized as one of the top solutions in its market by American analysts. 

The company's core values – simplicity, kindness, respect, exemplary behavior, fairness, and trust – are central to our development. Our teams, composed of diverse and complementary profiles, foster a continuous learning environment through mentorship. 

It is in the Customer Success team that a permanent position is vacant:  

Job Description

The mission     

As the key facilitator of customer experience in the FR & EMEA region, you will serve as the primary point of contact, providing guidance and support throughout the lifecycle of their projects, ensuring their objectives are met.  

This role presents a unique opportunity to grow and thrive in a dynamic, digital, and collaborative environment. It is structured around two main pillars:  

Guidance and advice to our customers:  

• Establish yourself as a trusted advisor for your clients and nurture relationships with project managers and sponsors. You will have multiple interlocutors, including C-levels, across various departments such as communication, marketing, HR and more.  

• Assist in building the "success plan" for projects, starting from solution implementation and continuing throughout the project's lifespan  

• Conduct "Customer Success" training sessions and workshops.

• Proactively monitor the project on a monthly basis, sharing best practices and feedback with your customers.

• Maintain and strengthen relationships with existing customers, ensuring the renewal of their contracts. 

• Within this client base, you will proactively own opportunities for upselling and cross-selling (including identification, negotiation, and contract signing) thereby enhancing the Annual Recurring Revenue (ARR).  

Project management:  

• Oversee the project's launch timeline, ensuring punctual deployment.

• Liaise with internal technical teams during the deployment phase.

• Supervise the project in "run" mode to guarantee the attainment of the client's goals.

• Advocate for your customers with the Product Team to develop new features.

• Contribute to the development of cross-functional projects aimed at enhancing the internal organization of the Customer Success Team at Sociabble. 

Qualifications

The ideal Candidate  

• As a university graduate with a focus on commercial, digital, or engineering fields, you bring a solid educational foundation and a minimum of 4 years of hands-on experience in roles such as Customer Success, Engagement Consultant, Change Management Consultant, or Account Manager, with a necessary extensive expertise handling international EMEA customers (+3 years). 

• You are used to handling long and complex projects with various methodologies. Seamlessly