Customer Success Manager

<p>Skeepers is the European leader in shopper engagement solutions.</p><p>We provide a fully integrated one-stop-shop UGC suite for brands to bond with consumers, amplify reach, boost engagement, drive sales and customer retention. More than 8,000 clients across the globe use our AI-based solutions to generate millions of dollars in additional sales annually. Our commitment to provide brands and consumers with trusted, authentic experiences and technology innovation has made us the UGC solution of choice for some of the world’s biggest and leading brands.</p><p>As a European company with 450+ employees globally, Skeepers is headquartered in France, and has offices across Europe and the Americas. For more information, visit <a href="http://www.skeepers.io/" rel="nofollow noreferrer noopener" target="_blank">www.skeepers.io</a>.</p><p>To support our growth ambition and the teams across multiple geographies, we are looking for new talent ready to make a difference.</p><p>As CSM at Skeepers, you will be responsible for a portfolio of 30-40 named accounts.</p><p>Your mission is to maximize the satisfaction and the success of Skeepers' customers: "adoption", "value", "impacts" must drive your actions and your behavior.</p><p></p><p><strong>Responsabities:</strong></p><p>All along the Customer Journey, you will be responsible for:</p><ul> <li>Establishing meaningful customer relationships from day 1 : you are the best partner of your customer</li> <li>Building a Success Plan aligned with client business objectives and defining Success KPI</li> <li>Organizing regular Business Reviews to review the Success Plan and define the next goals</li> <li>Helping key stakeholders understand the value they are receiving from Skeepers' platform</li> <li>Sharing best practices, product roadmap and features which contibute to a better usage</li> <li>Managing the balance between the Vision and the operational plan</li> <li>Collecting data and information to measure the satisfaction and the success (CSAT, NPS, ROI, etc)</li> <li>Transforming your customers in active references and Ambassadors</li> </ul><p>Internally, you must be seen as a customer advocate by:</p><ul> <li>Analyzing the customer data in order to optimize your activities and priorities efficiently</li> <li>Securing - derisking- renewals </li> <li>Detecting upsell or cross-sell opportunities for the Sales team</li> <li>Providing information and details on specific customer cases to the Marketing department</li> <li>Giving feedback about customer needs to the Product team</li> <li>Acting as a model for our more junior CSM and newcomers</li> </ul><p></p><p>Welcome soon at Skeepers ?</p><p><strong>Requirements</strong></p><p>You will be the ideal candidate if you look like this profile:</p><ul> <li>At least 5 years of experience in a similar position</li> <li>Experienced in SaaS environment (ideally in CRM or CX)</li> <li>Used to deal with key accounts and with C-levels</li> <li>Autonomous and organised in the management of a portfolio of key and multi-solution clients</li> <li>Data and process oriented in the use of a CS platform (such as Planhat)</li> <li>Proactive, willing to learn but also to share, impactful</li> <li>Great story teller</li> <li>and a good team player</li> </ul><p><strong>Benefits</strong></p><p></p><ul> <li>A department at the forefront of innovation in Marketng technology.</li> <li>A passionate team with deep-rooted industry experience that will enable you to rapidly develop your skills.</li> <li>The opportunity to play a strategic role within a dynamic structure in an innovative and market-competitive industry.</li> <li>Acess to meal vouchers, health insurance and public transportation benefits</li> <li>You’ll have 23 vacation days, plus 24th, 31st of December and San Publicito are off</li> <li>Fridays afternoons are off and during July and August we have a reduce timetable</li> <li>Central Madrid office located an 3-minute walk from Retiro Park</li> </ul>