At a Glance
- Tasks: Be the voice of customers, guiding them to maximise value from WalkMe's platform.
- Company: Join WalkMe, an SAP company, a leader in digital adoption and AI performance.
- Benefits: Enjoy hybrid work, wellness reimbursements, and generous leave policies.
- Other info: Inclusive culture focused on diversity, professional development, and employee well-being.
- Why this job: Make a real impact by helping Fortune 1000 companies navigate digital change.
- Qualifications: 5+ years in customer success with enterprise SaaS, fluent in English and French.
The predicted salary is between 51750 - 63250 £ per year.
Industry leader? Well, how about an industry creator?!
Walk Me, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system.
Today it is the platform that drives AI adoption across the enterprise.
Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances.
Traditional training and vendor-provided help leave organizations managing change one application at a time.
Walk Me guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform.
Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.
S. federal government trust Walk Me.
Walk Me turns AI potential into AI performance.
So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, Walk Me is the place for you!
We’re looking for a French speaking Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and Walk Me to the next level.
As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 Walk Me customers, helping them achieve maximum value from the Walk Me platform.
You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals.
You will report to the Manager of Customer Success.
- What You'll Own
- Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
- Educate customers on the most relevant features of their specific requirements.
- Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for Walk Me.
- Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
- Work with the internal Account team and Customer to develop a Success Plan outlining how Walk Me addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalated and identify remediation options.
- Partner with Walk Me Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
- What You'll Need to Succeed
- 5+ years of customer advocacy and engagement experience in Enterprise Saa S customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You've maintained a book of Enterprise customer accounts (4000+ Employees).
- Increase customer satisfaction, adoption, and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
- S/4HANA experience is a must.
- Fluent in both English and French is a must.
- What Sets Us Apart
- At Walk Me, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.
We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Stay healthy and happy with
! Enjoy quarterly wellness reimbursements, daily Bright Breaks to recharge, and Walk Me’s annual Wellness Month every July—because your well-being matters all year long.
- Walk Me provides health coverage options, where applicable, to ensure employees have access to essential medical benefits.
Our offerings are designed to support the well-being and diverse needs of our global workforce.
- Walk Me offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- Walk Me offers Refresh Me Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement Contributions: Ask HR about the specific offerings for your region!
- SAP's acquisition of Walk Me highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
At Walk Me, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business.
We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
Walk Me does not discriminate.
If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: Walk Me does not accept agency resumes.
Please do not forward resumes to Walk Me employees or any other company location.
Walk Me is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
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Senior Customer Success Manager - French Speaking in London employer: WalkMe Ltd.
WalkMe is an exceptional employer that champions a culture of inclusivity and professional growth, making it an ideal place for a Senior Customer Success Manager. With a hybrid work arrangement, robust wellness initiatives, and a commitment to employee development, WalkMe ensures that its team members thrive both personally and professionally. Join a diverse workforce dedicated to innovation and excellence, where your contributions directly impact leading global enterprises.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - French Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WalkMe Ltd.. 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 WalkMe Ltd. 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 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 WalkMe Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at WalkMe Ltd. 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 WalkMe Ltd.!
How to prepare for a job interview at WalkMe Ltd.
✨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.
