Wimbledon, UK

Customer Success Manager, French Speaking

Europe, Middle East, Africa

Reports to: Manager, Customer Success

Position summary

As a Customer Success Manager, your key role will be ensuring customer satisfaction and maximum retention by obsessive and unwavering commitment to making our customers successful. Focus on results by relentless pursuit to deliver results through innovation and a bias for action. Strive for excellence in managing your daily actions with professionalism, integrity, passion, and accountability. This role requires professionals who thrives in a fast-pace role, building solid relationships while partnering closely with Sales, Services and other internal teams to provide a positive, value driven experience for Winshuttle customers.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Meet or exceed set renewal sales targets
  • Liaise with customers on a regular basis to maintain excellent relationships and proactively identify potential issues
  • Educate client base on new and upcoming Winshuttle products to ensure their awareness and ongoing adoption of the platform
  • Act as subject matter expert on Winshuttle’s products to enable high-level coaching on features to ensure customers are getting maximum product use or recommend additional training options
  • Partner with Winshuttle Account Executives, Support and Professional Services to identify opportunities for product add-ons
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Winshuttle products and services
  • Ability to handle escalations and complaints from customers, and to drive appropriate handling from Winshuttle to address customer concerns

Desired behaviors

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes-in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen o

Knowledge

  • Web enterprise software experience in content management or customer relationship management
  • Solution selling experience is required
  • Fluent in French (native level)

Experience

  • BA/BS Degree
  • Managed enterprise accounts – worth $100K and above
  • Proven experience presenting to broad range of clients, line managers to C-level executives
  • 5+ years’ experience in a similar role – must have been client facing in a renewal position

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.