Customer Success Manager

Our Client

Our client provides a SaaS solutions to optimize administrative and HR processes. They have more than 7’500 clients and 1’400’000 users all around the world (130 countries).

They design software solutions that provide simple answers to specific needs: time & activity management, HR management, employee engagement, expense reports. Our goal is to increase productivity while providing our clients with a simple, efficient and user-friendly experience.

Given their strong growth (40% per year on average) and their ambitions, they need to strengthen their workforce, which currently stands at 650+ people in France (Paris, Marseille, Nantes), Spain (Barcelona), Switzerland (Geneva) and now Germany (Munich).

Job Description 

In order to continue their expansion in this market, they are looking for an HRIS Customer Success Consultant to join be the first member of our team in Germany. You will be a cornerstone of this new adventure!

Purpose of the job :

• Onboarding and implementing new customers in Germany.
• Satisfy customers by following up on their needs over time and responding to new functional requirements, which will lead to future opportunities.
• "Localize" by contributing to the continuous improvement of the firm's consulting activity in Germany.

Details of the tasks :

Customer onboarding (project management and implementation)

• Satisfy a wide variety of customers in often complex and high-stakes deployments. (SME as well as Large Accounts).
• Gain the trust of local companies in Germany as well as key accounts and their subsidiaries abroad.
• Ensure that the deployment is completed on time and on budget as stipulated in the contract.
• Gather the customer's initial needs and suggest an appropriate response.
• Adapt our software to the customer’s local context in Germany.
• Train the administrators to use our software in total autonomy.
• Ensure the Go-live and the follow-up during the first weeks of use.
• Demonstrate flexibility and agility throughout the implementation in the event of unforeseen circumstances (unavailability of the client, request for a delay in the launch etc.)

Follow-up of Key Accounts (support, account management) 

• Keep a close eye on the satisfaction of your most important customers.
• Support these customers in case of level 2 issues.
• Carry out post-implementation check-ups.
• Identify and generate new cross sell or upsell opportunities to grow their reach to your German customers (lead generation).
• Be proactive in presenting new products that may address a customer's past issues.

Contribution to the localization and continuous improvement of the CS activity in the firm :

• Participate in numerous cross-functional side projects.
• Adapt our offer and strengthen the market-fit of our solutions for the German market.
• Work in a team with different Business Units (Sales, Marketing, Product, etc.) 
• Contribute to the continuous improvement of the business in Germany by going beyond your main tasks.
• Follow and participate in some projects from the pre-sales phase, supporting the sales team.
• Demonstrate autonomy and initiative in our agile mode of operation.

Preferred Experience

❏ You have a background in HR (degree in HR / first work experience in HR).

❏ You have a Tech / SaaS affinity.

❏ A willingness to be a key player in this adventure, contributing to the German market's growth.

❏ Looking for a dynamic work environment with varied missions requiring versatility and organization.

❏ Comfortable and eager to work with both local businesses and key accounts (C-Level).

❏ Native German speaker and proficient in English.

❏ Clear and structured oral and written communication.

❏ Taste for human contact and pedagogy.

❏ An aptitude for solving practical and sometimes technical problems.

❏ A sense of service and a taste for things well done.

❏ Familiarity with web technologies and their implementation is a plus; if not, we will provide training.

Selection process (in German and English)

Step 1: Screening interview with HR (30')

Step 2: Interview with the German Country Manager (60')

Stage 3: Interview with an HRIS Consultant Team Leader (60')

Step 4: Our “Fina