At a Glance
- Tasks: Drive customer success and retention for a diverse portfolio in the French and Benelux region.
- Company: Join Sitetracker, a leader in customer success with a dynamic team culture.
- Benefits: Competitive salary, growth opportunities, and a chance to make a real impact.
- Other info: Innovative environment with opportunities for professional development and career advancement.
- Why this job: Be a key player in shaping customer success and driving strategic change.
- Qualifications: Fluent French speaker with strong customer success and relationship management skills.
The predicted salary is between 60000 - 80000 £ per year.
The Opportunity
Play a key role by joining an exceptionally high-functioning Customer Success team at Sitetracker, where you'll directly impact customer retention and growth by demonstrating tangible value and ROI. As someone that can speak fluent or business level French, you will own and drive strategic change across a diverse client portfolio, shaping the future success of our customers in the French and Benelux region while experiencing constant growth challenges and opportunities.
What You'll Do
As a Senior Customer Success Manager who speaks French, you will use your ability to conduct business discussions, negotiations, strategic conversations and be instrumental in driving customer value across the dynamic French and Benelux region, partnering with a diverse portfolio of Enterprise, Strategic, and Regional accounts. You will own the strategic relationship, meticulously creating, maintaining, and executing success and account plans that clearly articulate ROI and Sitetracker’s business value. This includes skillfully navigating complex customer organizations to build deep rapport and trust with senior leadership, understanding their mission-critical milestones and strategic objectives.
You will proactively assess and diagnose customer challenges, developing comprehensive mitigation plans to prevent churn and elevate the overall customer experience through seamless cross-functional collaboration. Furthermore, you will continuously reinforce and improve Customer Success processes, always seeking to go above and beyond in every interaction, both externally with clients and internally with our teams. You will serve as a vital conduit, ensuring our customers’ voices are heard and their evolving needs are met with innovative solutions.
The Skills You'll Have
- Manage a diverse portfolio of Enterprise, Strategic, and Regional accounts, applying high-touch engagement models and demonstrating adaptable ways of working.
- Create and execute impactful account and success plans, demonstrating a commitment to customer-focused initiatives.
- Drive the renewal of six-figure (mandatory) and ideally seven-figure contracts, showcasing your expertise in contract lifecycle management.
- Proactively map out your territory, anticipating issues and blockers independently to ensure smooth customer journeys.
- Pursue early and multi-year renewals autonomously, demonstrating a strong grasp of long-term account strategy.
Improving customer experience and satisfaction, including stakeholder management
- Fostered deep customer relationships through working in a 'high-touch' engagement model.
- Proven ability to engage effectively at all levels of a business, from daily interactions with mid-management to monthly/quarterly executive cadences.
- Expertise in creating and delivering compelling content tailored for executive audiences, articulating complex value propositions.
- Identifies quick wins across your portfolio to rapidly improve user adoption and client satisfaction.
- Quickly builds and establishes strong, trusted relationships with Business Sponsors and Economic Buyers.
Demonstrating 'Business Value Realisation' (BVR), and contract value:
- Ability to identify, demonstrate, and achieve quantifiable business value for your customer(s), aligning with their strategic objectives.
- Clearly articulate how you identified value, how it aligned to a customer's overall business objectives, and how it was delivered and measured.
- Creates jointly-owned success plans with customers and validates business value with customer executives.
- Builds out Success Stories and collaborates with Marketing to publish these with clients, showcasing impact.
- Generates public endorsements from clients, serving as powerful advocates for Sitetracker's solutions.
Technical Aptitude:
- Has previously worked in or with technically focused positions, such as pre-sales, solutions/sales engineering, or implementations.
- Ability to demonstrate, configure, or customize prior tools and platforms to meet specific business needs.
- Proficiency in modern office suites like Google Docs, PowerPoint, Excel, and various reporting capabilities for day-to-day tasks.
- Ability to clearly articulate complex technical problems and devise custom technical solutions that drive tangible customer outcomes.
Within 90 Days, You'll:
- Successfully create and initiate success & account plans for your assigned portfolio of key French & Benelux accounts, aligning with customer and Sitetracker objectives.
- Begin to deeply engage with senior customer leadership across your region, building initial rapport and understanding their critical business drivers and strategic vision.
- Proactively assess and diagnose initial customer issues, collaborating with cross-functional teams to formulate and implement actionable mitigation plans.
Within 180 Days, You'll:
- Consistently execute and refine your success & account plans, actively demonstrating tangible ROI and business value to customers through clear metrics and outcomes.
- Expertly navigate complex customer organizations, turning detractors into champions and driving internal cross-functional improvements that enhance the customer experience.
- Proactively identify and champion opportunities for customer experience enhancement, adoption, and retention, becoming a vocal advocate for customer needs within Sitetracker.
Within 365 Days, You'll:
- Consistently drive retention and expansion across your entire France and Benelux portfolio, significantly contributing to Sitetracker's growth through strong renewals and increased platform utilization.
- Solidify your position as a trusted advisor for senior customer leadership, influencing their long-term strategy and ensuring Sitetracker is an indispensable partner.
- Shape and optimize Customer Success practices within the France and Benelux region, contributing directly to Sitetracker's global CS operational excellence and market leadership.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Senior Customer Success Manager (French Speaker) in London employer: Sitetracker
At Sitetracker, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Senior Customer Success Manager, you will not only have the opportunity to drive meaningful change for our clients in the French and Benelux region but also benefit from continuous professional development and a supportive team environment. With a focus on innovation and customer satisfaction, we offer a unique chance to make a tangible impact while enjoying a collaborative atmosphere that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (French Speaker) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sitetracker. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sitetracker before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (French Speaker) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sitetracker:Your cover letter is your chance to shine! Tell us why you want to work at Sitetracker specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sitetracker!
How to prepare for a job interview at Sitetracker
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
