Customer Success & Account Manager - US Clients

Company Description

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

This is the challenge that Sociabble decided to take up in 2014, by launching an SAAS platform for Internal Communication, Employee Advocacy, and Employee Engagement. 

10 years later, Sociabble is used in more than 180 countries, by companies such as Coca-Cola, Mars, Accor, EDF, Tata, Capgemini, Generali.  

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

Sociabble was founded by two pioneers of the Internet, Jean-Louis Bénard and Laurent Gauthier, entrepreneurs and investors for more than 25 years, who in building the company, were inspired by the best of U.S.-based SAAS platforms, without being constrained by the caricatures or culture of Silicon Valley start-ups. They created a boostrapping culture. Sociabble is identified by U.S. analysts as one of the best solutions on the market today. 
 
Simplicity, kindness, respect, exemplarity, fairness, and trust are the values around which the company has developed. The teams consist of a mix of experienced and junior professionals, to facilitate day-to-day learning through mentoring. 

Job Description

The mission    

As the key facilitator of customer experience in the USA 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 5 years of hands-on experience in roles such as Customer Success, Engagement Consultant, Change Management Consultant, or Account Manager. 
• You are self-motivated, result oriented, and very autonomous. This allows you to be able to maintain great performance in a full-remote setting.  
• Your strength lies in engaging with diverse stakeholders, from C-level executives to HR Directors, Directors of Communication, and project managers. You excel in building and nurturing relationships with all types of clients, including larger accounts.  
• Seamlessly handling multiple projects is second nature to you, showcasing your versatility and adaptability in a dynamic, fast-paced environment. 
• You bring thoughtfulness and attentiveness, coupled with a deep understanding of client needs. Your approach is characterized by a strong service orientation and a blend of analytical and synthesis skills. 
• You have been handling business matters in your previous roles. This role has business objectives, you need to enjoy this part of the job.  

Essential affinity & Knowledges to apply:  

• Pr