Customer Success Manager Senior

Ermeo is hiring!

About

Ermeo revolutionizes the way large industrial companies run their operational processes. By transforming paper-based procedures into a SaaS mobile first platform, field workers are now connected with machines, SIs and Teams which makes them more productive than ever before.

Leading companies such as Total, Engie and SNCF rely on Ermeo to dramatically increase their productivity, produce better products and services, while accelerating their Digital Transformation towards Industry 4.0.

Backed by top VCs such as Hi Inov, Partech Ventures, or Axeleo Capital, we are experiencing a very strong growth fuelled by a massive market opportunity.

Ermeo, it's already :
• 50 clients
• €2,5 millions raised funds with well-known shareholders
• 30 employees with a very good spirit

What we believe in are simple values but challenging :
• Let’s be honest and respectful with each other
• Sharing and growing together
• Try, learn and improve again and again !
• Do what it takes to be proud of your work
• And most of all : Join our adventure and enjoy yourself!

Job Description

YOUR MISSION

The role of Customer Success Manager is to drive customer adoption and value to make the customer lifetime longer and greater! You will be part of our Customer Success Team and working closely with our Sales and Product teams. You will manage a client portfolio from implementation to renewal *and will be responsible for collaborating effectively with both customers and internal cross-functional teams to *drive results, client satisfaction and client revenue retention.

YOUR RESPONSABILITIES

Project Management
• Drive and ensure Ermeo customers Onboarding - Work hand in hand with our different kind of resources during the setup phase
• Deeply understand our customers’ objectives and become a trusted right-hand advisor
• Identify business impact KPIs, demonstrate the value (ROI) and prepare business review
• Drive customers discussion from functional to business impact level.

Increase product adoption
• Data driven, you use data to guide your actions, perform ongoing analysis of customer engagement and take the necessary measures to increase product usage and adoption
• Effectively communicate on our product to show novelty and deliver related training
• Detect and promote new use cases in order to broaden the use of the solution
• Gather feedback from users, identify areas of improvement, and liaise with sales, product, support and marketing team

Ensure renewal and foster expansion
• Analyze aggregated data to identify best practices
• Proactively connect with customers throughout lifecycle to maximize customer ROI and services benefits
• Develop customer relationships and partner with assigned accounts to result in continued revenue generation and high levels of customer satisfaction
• Partner closely with Sales counterparts to help achieve renewal targets and identify growth opportunities
• Implement an appropriate strategy to bring additional value to the customers and increase retention

Preferred Experience

EXPERIENCE REQUIRED
• At least 3/5 years of experience as a customer success, account manager or project manager – ideally in a SaaS company
• Proven track record of managing multiple projects with different level of complexity
• Technology aware: we don't ask you to know how to code but being interested in the latest techno is a must have in our field!
• Strong customer relationship skills, ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues

SKILLS
• Project management, organizational and analytical skills
• Customer relationship management (CRM- Salesforce)
• Willingness to travel as needed
• Fluent in French and English
• Excellent communications skills. (verbal & written)
• Proactive, Multitasking, Problem solver, solution-oriented

Recruitment Process

  1. HR call interview – 30 minutes
  2. Interview with the Head of CS and the HR Manager to discover your past experiences
  3. Interview with CSM team and business case
  4. Reference calls and you are in !

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75019)
  • Education Level: Master's Degree
  • Experience: > 3 years
  • Occasional remote authorized