About the role
By JOINing our team, you’ll be managed by Clara , our Team Lead and work alongside Célia & Ariane (our CSMs) and Mathilde & Khuyen (our Account Managers). Our team is in charge of the day-to-day customer relationship. Our role is essential within the company. We co-ordinate the different departments to make sure all efforts are focused on improving the performances and processes in a client centric-way. We need to follow the customer journey in order to insure the client retention. By listening to the client’s needs and challenges, we advice on the best practices and new features available that would improve their performances. You will have the opportunity to : Work directly with Jonathan and Nicolas , our two Co-founders, to support our key account customers. Collaborate closely with our technical team, to provide the best possible response to our customers’ issues and feedback on their needs. 💼 Your missions As a CSM, you will play a key role in developing and managing relationships with our key accounts (L’Oréal brands) in the beauty and cosmetics sector. Your
responsibilities will include : 1️⃣ Managing a key account portfolio: Identifying and supporting key contacts Organize call kick-offs with account decision-makers to fully understand the stakes and key success factors. Organization of strategic meetings with decision-makers. Support and training Planning onboarding sessions with project managers to ensure proper understanding and use of our tool. Training customers on our new functionalities. Performance monitoring Analyze customer story KPIs and propose actions to improve results. Set up regular follow-up meetings to keep customers engaged, gather maximum feedback and make the right recommendations according to their needs. Preparation and presentation of business reviews to customers. Customer support Provide high-quality support, answering questions promptly and solving technical problems with a high level of ownership. Gather customer feedback and collaborate with the product team to improve our tool. 2️⃣ Building customer loyalty and commitment: Develop a close relationship with our customers to understand their needs and respond proactively. Plan regular physical meetings and customer lunches. Be in charge of the contractual renewal of the customer portfolio by establishing business reviews including the analysis of their KPIs, appropriate recommendations and the presentation of our new products. Organize customer events with our marketing team (e.g. loyalty program with trophy system). This list is not exhaustive. You’ll also take part in internal “build” projects depending on our business challenges,