Software Account Manager (Automotive SaaS) - French Bilingual)

At Percepta, we bring first-class service across each market we support. As a Customer Success Manager in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Contract Type: Full-Time, Permanent, Hybrid 3 office/2 home

Working Hours: 40 hours per week - Monday to Friday, shifts between 8am – 6pm

Salary: 32,540.00 plus Annual Performance Bonus.

What You’ll Be Doing:

• You’ll act as the single point of contact for customer needs, ensuring prompt resolution of product, billing, and technical issues.
• You’ll build and nurture strong customer relationships, understanding business operation and identifying opportunities to enhance value.
• Deliver product training, share best practices, and drive adoption to improve efficiency and cost savings.
• Collaborate with internal teams and dealers to provide seamless, engaging customer support via phone, email, and video.
• Adapt communication styles to suit cultural and market differences.

During a Typical Day, You’ll:

• Provide an exceptional customer experience with focus on building a relationship of trust and knowledge with efficient and effective ownership of the contact, via scheduled and documented video sessions.
• Act as a resource of all product knowledge and technical support for the customer.
• Using product knowledge and insight gained through experience to troubleshoot and triage customer support requests, establishing the relevant facts and offering appropriate solutions to customers.
• Create and own a support ticket where necessary – keeping the customer updated on status and outcome, documenting, and escalating to the relevant support team escalation manager and/or FPS Operations Manager.
• Proactively update customers on problem status, liaising with support teams and escalating issues as appropriate.
• Act as a single point of contact for the customer, liaising between customer and product owners for information and/or the product technical support teams for problems or issues.
• Review tickets that appear to show trends or common threads to ensure that local/global issues are raised and highlighted as soon as possible to the relevant technical support team.

What You Bring to the Role:

• Proven customer service, account management, or contact centre experience.
• Strong communication, empathy, and problem-solving skills.
• Practiced Contact Centre/Customer Service experience preferred, any transferable experience considered.
• Proficiency with CRM systems (Salesforce desired), MS Office, and telephony tools.
• Ability to multitask, prioritise, and work independently in a fast-paced environment.
• A collaborative mindset, adaptability, and a passion for delivering exceptional customer experiences.
• Written and verbal fluency in English and French to C1/C2 level.

What You Can Expect:

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Company pension.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private Medical and Insurance and discounted dental scheme.
• Comprehensive travel insurance for you and family in line with Scheme rules.
• Discounts on brand new vehicles.
• Employee Assistance Program (EAP).
• Cycle to work scheme.
• Free On-site parking.

About Percepta:

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our Values:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work: Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.