At a Glance
- Tasks: Support ecommerce clients by providing tailored strategies and insights for success.
- Company: Join Triple Whale, a leading intelligence platform for ecommerce brands.
- Benefits: Flexible remote work, competitive salary, and a vibrant team culture.
- Other info: Dynamic startup environment with opportunities for personal and professional growth.
- Why this job: Be part of a movement transforming the future of ecommerce with innovative solutions.
- Qualifications: Fluent in French and English, with experience in customer service within e-commerce.
The predicted salary is between 37800 - 46200 £ per year.
Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations.
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.
If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.
Customer Success Manager, France Market (French-speaking) in London employer: Triple Whale
At Triple Whale, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Senior Product Designer, you'll have the opportunity to lead impactful design projects while collaborating with cross-functional teams in a fast-paced environment. We offer robust employee growth opportunities, a commitment to user-centered design, and a chance to be part of a movement that is reshaping the future of eCommerce.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, France Market (French-speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triple Whale. 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 Triple Whale 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 Customer Success Manager, France Market (French-speaking) 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 Triple Whale:Your cover letter is your chance to shine! Tell us why you want to work at Triple Whale 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 Triple Whale!
How to prepare for a job interview at Triple Whale
✨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.
