At Sidetrade we believe that Predicting customer behavior has become a key element in developing strategy and customizing customer relationships. Bring your talent and help us shape the future of Customer Engagement
We are looking for an outstanding Customer Success Manager SMB responsible for developing customer relationships that promote retention and loyalty.
You will be responsible for leading a team of Customer Success Managers, creating processes that optimize the customer experience, building Communication plan, Customer Satisfaction surveys.
You will engage with clients to promote the continuous improvement of productivity, service quality and customer satisfaction. This entails:
- Driving excellence throughout the entire customer lifecycle.
- Leading and developing a team of customer success managers.
- Handling a portfolio of customers
- Handling and resolving all escalations.
- Working with Account Executives to design additional services proposals (Professional services, additional modules… )
- Develop strong relationships with all key decision makers and influencers at C-Level.
- Defining processes for customer monitoring
- Defining a communication plan for Decision Makers / Key Users / End Users
- Leading the users community (webinars, events…)
- Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of our solutions
Skills / Knowledge / Abilities / Competencies
- 5+ years of experience in account management, sales or client services
- Deep understanding of B2B SaaS models, preferably from the vendor side
- Ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously;
- Excellent communication and presentation skills
- Skilled in commercial negotiations
- Strong management and business skills required, along with a proven multi-year track record of developing deep relationships with C-level
- Success working in a fast-paced environment with a rapidly growing company
- Fluent in both French and English
- Travel up to 30%
- Master degree in Business Administration or relevant Field
Sidetrade (EURONEXT: ALBFR.PA) is the leading global provider of Predictive Sales-to-Cash solutions, delivering high value creation over the customer journey.
Its unique Cloud-based platform, seamlessly integrates with existing CRM and ERP. It leverages Artificial Intelligence to disclose untapped new business opportunities, increase upsell, reduce churn, predict customer payments and accelerate cash flow generation. Over 1,000 companies, of all sizes and sectors, in 65 countries, employ AI Sidetrade solutions for sustainable growth.
Sidetrade enables a new level of collaboration between Marketing, Sales, Finance, and Customer Service teams to accurately evaluate, predict and increase customer performance and secure competitive advantage.
Combining advanced machine learning and human collaboration empowers businesses to proactively improve operational effectiveness of the end-to-end customer cycle via Smart Sales Engagement and streamlined Cash Collection and Case Management processes.