Customer Success Manager - Senior

Job description

About

Mercateam has proven in the last 4 years its aptitude to bring a bright answer to new big challenges faced by the industry:

·  an aging workforce;
·  a high turnover;
·  increasingly sophisticated and technological machines and data proliferation;

which are changing the composition of the manufacturing labor force and how work gets done.
As a result, manufacturers face an urgent imperative to help less experienced workers build knowledge and capabilities, and take advantage of data through collaboration.

Mercateam has built its solution hand in hand with top manufacturers to bring employees into Industry 4.0 and bridge the gap between investments made in machines and in operational workforce and its development.
We have developed a SaaS solution based on the latest technologies for mapping skills on production sites and organize know-how.

This has led to a number of other key features managed by Mercateam, including:

·  smart planning of work assignments under constraints;
·  a training module adapted to the operational workforce;
·  a workforce strategic planning.

Mercateam had a strong commercial track record in the last 3 years and supports over 150 industrial sites, among which LVMH, Andros, Richemond, Dior, LISI, Collins Aerospace, etc… in 12 different countries, with his 360 industrial workforce-centric solution.

Mercateam’s ambition is to become the European leader in blue-collar management over the next three years.

Job Description

Since the creation of Mercateam , our commercial growth has been exponential: every month, tens of top manufacturing sites start using our SaaS solution to help their employees being much more efficient.

Mercateam's objective is to put back Humans at the center of the Industry 4.0 revolution, so their know-how can be valued and help industrials grow faster, stronger and further.

The Customer Success team is responsible for helping Mercateam clients and users get the best out of our solution, maximizing value perception, building loyalty, and eventually leading to revenue retention and growth.

As we are strongly growing, we are looking for an experienced CSM which would handle 3 main missions :

1. Building fidelity (revenue retention)

Bringing digital to the industrial world is not always a simple and quick process. Personas are multiples and their digital readiness heterogeneous. So as a CSM, you have a key role to play in making our solution a must have of their daily routines.

You'll manage a portfolio of partners and aimed to retain its revenue hard-earned, by :

· 
Understanding your partners' specific needs, pains and advise them on the best use of Mercateam to answer them

· 
Being a key support in their change management, training end users on existing and new features

· 
Providing proactive and reactive personalized support

· 
Bringing our partners from simple users to key ambassadors of the solution

· 
Collaborating with internal teams (deployment, product, tech, sales) to ensure partners voices are heard and taken into consideration in our roadmaps (improvement, fixes, etc.)

These actions allow you to successfully renew our partners' contracts, securing revenue retention of your portfolio.

2. Enlarging partnerships (upsell & GIA)

We already have an amazing solution, and our beloved product and tech teams are always bringing more valuable features to our partners. As you know best your partners, you're the gateway to proposing additional features your clients might benefit and buy from us. This includes :

· 
Knowing best your client : their long term objectives and obstacles to overcome, their existing equipment, the lack of tools or solution where Mercateam could be helpful, etc.

· 
Defining accounts strategies to maximize the number of sites Mercateam is implemented in, and increase the equipment rate of your partners

· 
Having a complete knowledge of your partners key stakeholders, their respective power and influence sphere to easily navigate into their organization

· 
Cross-lead (with Sales department) upsell and GIA campaigns on specific segments to grow your portfolio recurring revenue

By doing so, you will tighten the relationships with your partner, secure more - and even - increase the revenue of your portfolio.

3. Continuous improvement

As we are in a fast growing startup and environment, we constantly need to improve our processes, routines and behaviors so as to meet our ambitions. The CSM is at the center of many departments and needs to lead by example ! So you might participate in :

· 
Reviewing our CS routines : Client or Internal meetings, Team coordination, KPI we track, etc.

· 
Revising and improving the content we deliver : Business Reviews, Product demos, Self help articles, etc.

· 
Giving and receiving feedbacks

· 
Animating and participating in peer or cross training sessions

There's one thing we hate more than losing a client : it's staying still ! So we do everything to improve ourselves and better structure our department. And you'll have an important role here.

Preferred Experience

· 
3-5 years' successful experience as a Customer Success Manager , or related client facing position, preferably in B2B SaaS

· 
Excellent command of English and conversational level of either Spanish or German

· 
Autonomy , versatility & organization to match the start-up environment

· 
A strong business acumen

· 
Good listening skills, customer relations & empathy

· 
Initiative & boldness

· 
Analytical skills & rigor

· 
Interest in tech & industry

Recruitment Process

· 
First call with Anaëlle, Head of HR

· 
Second meeting with Brice, Head of Customer Success

· 
Client use case at our office & Meet the CS Team

· 
Final meeting with Adrien, CEO

Additional Information

·  Contract Type: Full-Time
·  Start Date: 02 December 2024
·  Location: Paris
·  Education Level: Master's Degree
·  Experience: > 3 years
·  Possible partial remote