Customer Success Executive

Smart Recruiters

France 🇫🇷 UK 🇬🇧 Remote

CDI

Sep 16

This job is no longer accepting applications.

Job Description

Having raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Executive will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our most strategic accounts. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.


What You’ll Deliver

  • Serve as the primary point of contact post-implementation for our largest global customers. You will assume overall responsibility for investment adoption and ensure customer satisfaction by preventing and resolving critical issues and escalations.
  • Partner with customers to define desired business outcomes, focusing on maximizing value realization from our solutions and services.
  • Manage and coordinate key activities with other internal functions including Professional Services, Technical Services, Support, Product, and Engineering to achieve measurable outcomes.
  • Build strong relationships with senior stakeholders, and deliver compelling QBR’s that drive confidence.
  • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
  • Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
  • Provide proactive recommendations for best practices and find creative solutions to any challenges that may arise.
  • Conduct consistent customer health checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Qualifications

  • Candidates may be based in the UK or France and must be bilingual in English and French
  • 8 plus years of customer success experience in enterprise software or SaaS organization with accounts > $100k ARR and total books of business > $3m.
  • Proven track record of driving issues to resolution and advocating on behalf of a customer.
  • Expert time management
  • Experience of working with global enterprise customers is required
  • Strong knowledge of cloud architecture and the IT landscape.
  • Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management. Previous Technical Account Management or Solution Architect experience is a plus.
  • Knowledge of enterprise IT functions.
  • Experience in working with HRIS is an advantage.
  • 2 plus years of application programming and system support experience is preferred.
  • Demonstrated ability to plan and execute against customer priorities and expectations
  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence.
  • Experience with SaaS solutions such as Salesforce, ServiceNow, and Workday preferred.
  • Available to travel up to 35%


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