At a Glance
- Tasks: Support ecommerce clients and drive their success with tailored strategies.
- Company: Join a dynamic team at Triple Whale, a leading tech company.
- Benefits: Competitive salary, potential for permanent role, and a vibrant work culture.
- Other info: Embrace a fast-paced environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by helping clients thrive in the ecommerce space.
- Qualifications: Fluent in French and English, with experience in customer service, preferably in SaaS.
The predicted salary is between 45000 - 55000 £ per year.
We’re looking for a Customer Success Manager to join our London team on a fixed-term 12-month contract covering maternity leave, with the potential to transition into a permanent role, subject to business needs and headcount approval.
As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise and Mid-Market clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success. This CSM will own relationships with our Enterprise and Mid-Market clients and lead their programme strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. This role will support our customers in the French market; fluency in French is required.
What You'll Do:
- Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
- Revenue and renewal forecasting.
- Understand customers’ goals, and implementing tailored success plans.
- Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
- Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals.
- Work independently to deliver a “consultant” perspective in all client interactions - creating customised success plans based on customers goals and challenges.
- Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices.
- Lead and present at client meetings, both in-person and over video conference.
- Analyse customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies.
- Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements.
- Contribute to the continued development and improvement of the Triple Whale Customer experience.
What You'll Bring:
- Professional proficiency in spoken and written French and English is essential.
- Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment.
- Ability to thrive in a dynamic, fast paced startup environment.
- Superb written and verbal communication skills.
- Flexible, embraces change and new responsibilities.
- Excellent computer skills and tech savvy.
- Service-oriented, passionate about providing top notch service to our clients.
- Detail-oriented, capable of handling multiple responsibilities at once.
- Positive attitude, empathy, and high energy.
- Thrives in a collaborative team environment.
Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Interim Customer Success Manager, EMEA (French-speaking) employer: Go Fractional
At Cambridge Spark, we pride ourselves on being an exceptional employer that values autonomy and expertise. As a Fractional CISO, you will enjoy the flexibility of remote work while contributing to a dynamic security strategy for our clients. Our culture fosters professional growth through independent advisory roles, ensuring you have the opportunity to make a significant impact in a supportive environment focused on delivering high-quality outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Customer Success Manager, EMEA (French-speaking)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Go Fractional.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Go Fractional. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Interim Customer Success Manager, EMEA (French-speaking)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Go Fractional.
How to prepare for a job interview at Go Fractional
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Go Fractional's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Go Fractional offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
