Customer Success Manager

Company: ATTRAQT
Location: Paris
Posted on: May 3, 2021

Job Description:

ABOUT THE TEAM

Attraqt is at the forefront of eCommerce optimisation and our consultants are experts in the eCommerce sphere, their skills and knowledge are among the best in the industry. You will work with leading eCommerce retailers and help deliver high quality service and projects to maximise client value.

ABOUT THE ROLE

The Customer Success Manager will join an award-winning team of eCommerce professionals delivering market leading projects in the online retail space.

This role is responsible for managing a portfolio of key accounts in SEMEA and ensure that customers obtain maximum value from their Attraqt solutions. In addition, this role will provide high level merchandising strategies and programme management of projects and ensure full engagement from all touchpoints. The CSM will also assist in identifying sales possibilities within existing customers, maintain the relationship with our partners, upsell solutions and actively participate in demonstrations and presentations.

WHAT YOU WILL BE DOING

• Manage key accounts
• Develop and maintain an active relationship with our key accounts
• Manage a portfolio of customers and drive best practice sharing from across customer base
• Establish and oversee the customer's adoption, training and usage/development of best practices to continually drive incremental value and return on the customer's investment
• Introduce roadmap, vision and new products to existing customers
• Drive regular cadence (calls/on site QBR) with customers to report on KPIs and raise awareness of Attraqt capabilities. Share results and actionable items with cross-functional stakeholders
• Understand customers goals and ambitions and act as a trusted advisor to help align tools and use of best practice to achieve customers' strategy
• Contribute to customers' merchandising strategy and AB test roadmap
• Configure and monitor customers' merchandising strategies on the Attraqt platform
• Own engagement/success plans and scorecard
• Monitor customers' satisfaction and overall health scores
• Advise customers on Attraqt and industry best practices on online shopping experiences
• Responsible for renewals and upsells in close collaboration with Head of Customer Engagement in relevant territory

• Align all team resources around customers' vision

• Programme / Project / Account Management
• Plan and prioritise projects and tasks with customers and internal project teams
• Assist in defining the best approach to achieve customers strategy and goals
• Commercial awareness of the scope of work and ensure delivery within budget
• Ongoing awareness and mitigation of risks

• Manage, coordinate and guide project and internal teams

• Identify opportunities
• Expand market share through increase penetration of existing customers
• Focus on the business-side of installed base customers, identify business drivers and needs
• Position the company as a long-term strategic partner
• Organise and deliver product presentations for customers with the assistance of product specialists
• Define the right business proposition
• Monitor product implementation cycle

QUALIFICATIONS AND EXPERIENCE YOU NEED TO THRIVE IN THIS ROLE

• Relevant degree or qualification
• At least 2 years account and/or customer success management experience, ideally in the SaaS and/or the MarTech environment
• Professional with a natural gravitas
• Strong interpersonal and relationship-building skills and ability to communicate effectively internally and externally with both technical and non-technical personnel in a confident and friendly manner
• Highly organised and meticulous attention to detail
• Sufficient general knowledge of information technology and web-based systems
• Ability to understand and learn what comprises an eCommerce eco system
• Excellent verbal and written communication skills
• Fluent in French and English - any other language is a bonus
• Capable of delivering effective business presentations to different stakeholders
• Self-starter, positive
• Diplomatic, capable of dealing with complex situations
• Available to travel predominantly within France and some travel in EMEA

QUALIFICATIONS CONSIDERED AN ADVANTAGE

• Knowledge of and experience in the eCommerce sector
• Previous experience at a SaaS company
• Previous digital consultancy experience

ABOUT ATTRAQT

Attraqt powers exceptional shopping experiences for over 300 of the world's leading brands, manufacturers and retailers with a set of API-enabled, algorithm-driven, intelligent SaaS services covering personalisation, search, navigation, merchandising, recommendations and internationalisation. eCommerce is an exciting growth business, part of a wave of retail digital transformation!

We pride ourselves on our core values of pioneering, better together and data-led and you can see them in action in all aspects of our everyday work. We foster an open, trusting and collaborative working environment where everyone has the opportunity to succeed and shine, and where excellence is rewarded.

Attraqt is packed with motivated, creative and commercially minded people from a wide variety of backgrounds. With a large global footprint, you could bump into a member of our team in London, Paris, Amsterdam, Sofia or even all the way over in Sydney! Our team is diverse and cosmopolitan with a finger on every pulse when it comes to industry knowledge and global developments across the eCommerce space. eCommerce is in our DNA. If this excites you, then you've come to the right place.

Attraqt is proud to have a widely diverse team. We are committed to creating an inclusive environment where everyone, whoever they are, feels comfortable to be themselves and each person is valued for their skills, experiences, and unique perspectives.

Attraqt recruits and acknowledges all talents. All of our positions are open to people with disabilities and we give them the means and opportunity to express all of their talents.

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Keywords: ATTRAQT, Allen , Customer Success Manager, Other , Paris, Texas