At a Glance
- Tasks: Be the voice of customers, guiding them to maximise their success with WalkMe's platform.
- Company: Join WalkMe, a leader in digital adoption and innovation, now part of SAP.
- Benefits: Enjoy hybrid work, wellness perks, and professional development opportunities.
- Other info: Inclusive culture that values diversity and supports your well-being.
- Why this job: Make a real impact by helping Fortune 1000 companies thrive in their digital journey.
- Qualifications: 5+ years in customer success with enterprise SaaS, fluent in English and French.
The predicted salary is between 60000 - 80000 € per year.
At WalkMe, now an SAP company, we’re not just the leader in digital adoption; we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology.
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 WalkMe 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 WalkMe customers, helping them achieve maximum value from the WalkMe 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 WalkMe.
- 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 WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation options.
- Partner with WalkMe 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 SaaS 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.
- Fluent in both English and French is a must.
What Sets Us Apart
- At WalkMe, 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 Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- WalkMe 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.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe 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 WalkMe 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 WalkMe, 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.
WalkMe 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: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe 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.
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 Speaking in London employer: WalkMe
At WalkMe, we pride ourselves on being an industry creator in digital adoption, offering a dynamic and inclusive work culture that values diversity and innovation. Our hybrid work arrangement allows for flexibility while fostering collaboration, and we are committed to employee growth through continuous learning opportunities and comprehensive wellness programmes. Join us to be part of a supportive team that celebrates individuality and empowers you to make a meaningful impact with cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - French Speaking in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission and values.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We need to be ready to articulate our experience and how it aligns with the role of a Senior Customer Success Manager.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows our enthusiasm for the position and keeps us fresh in their minds.
We think you need these skills to ace Senior Customer Success Manager - French Speaking in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer advocacy and engagement, especially with Enterprise SaaS, to show us you’re the perfect fit!
Showcase Your Technical Curiosity:We love candidates who are technically curious! In your application, mention any relevant experiences where you’ve engaged with technology solutions or helped clients maximise their use of a product. This will help us see your potential impact at WalkMe.
Be the Voice of the Customer:Since this role is all about being a trusted advisor, share examples in your application that demonstrate how you've successfully advocated for customers in the past. We want to know how you’ve helped clients achieve their goals!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the WalkMe team!
How to prepare for a job interview at WalkMe
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of WalkMe's platform and its features. Familiarise yourself with how it helps customers achieve their digital adoption goals. This will not only show your technical curiosity but also enable you to discuss how you can add value to clients.
✨Prepare for Customer Scenarios
Think about potential customer scenarios you might encounter in the role. Prepare examples of how you've successfully managed customer relationships in the past, especially with Fortune 1000 companies. Highlight your experience in increasing customer satisfaction and retention, as this is crucial for the position.
✨Brush Up on Your French
Since the role requires fluency in French, practice your language skills before the interview. Be ready to demonstrate your ability to communicate effectively in both English and French, especially when discussing technical concepts or customer success strategies.
✨Showcase Your Strategic Thinking
Be prepared to discuss how you would establish trusted advisor relationships with decision-makers. Think about how you can guide customers on best practices and develop success plans that align with their goals. This strategic mindset will be key to succeeding in the role.
