Customer Success Manager, SMB (French Speaker)
Hootsuite
Bucharest, Romania
‎în urmă cu 11 ore

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  • Customer Success Manager, SMB (French Speaker)

    Bucharest, Romania Posted on : Apply Now Back to search Previous job Next job

    We are looking for a Customer Success Manager, SMB to help us enable our customers to achieve their business goals on social, at scale.

    You will leverage technology to efficiently engage with a high volume of customers at various touchpoints in their social journey with Hootsuite and be responsible for best-in-class user adoption, revenue retention and growth, and customer advocacy.

    WHAT YOU’LL DO :

  • Team-based Customer Success : Manage a shared book of business of SMB (small and medium-sized business) customers at scale, and as a trusted representative, guide them to success on their social journey with Hootsuite’s Business and Enterprise products
  • Onboarding : Assist with the onboarding of new customers by leading platform set-up, and help them start achieving their business goals by educating them through live and recorded content
  • Driving Adoption : Monitor usage and adoption by leveraging technology to connect with customers at the right time, and execute targeted 1 : 1, many adoption programs such as live webinars and video training
  • Engagement at Scale : Engage with customers during periodic progress reviews, where you will share metrics, recommendations, and gauge progress on social media goals
  • Retention : Identify at-risk accounts and create action plans to mitigate churn
  • Growing Accounts : Identify expansion opportunities in partnership with our Sales team
  • Team Collaboration : Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets : Team Renewal Rate, Net Renewal Rate, Customer Satisfaction (CSAT), Adoption, and Advocacy
  • WHAT YOU’LL NEED :

  • Proven customer-facing / account management experience, preferably in the technology (SaaS) industry
  • Bachelor’s degree in Marketing, Business, or other related fields
  • Tech Savvy : Ability to quickly learn new technologies and explain software features and social media concepts to customers in a simple, succinct manner
  • Ability to communicate fluently in English and French
  • Customer Focus : demonstrates a desire to proactively help and serve internal / external customers meet their needs
  • Collaboration and Teamwork : works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Open Communication : clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
  • Priority Setting : focuses time / energy on the most important issues / opportunities. Clearly understand how to assess importance of tasks and decisions
  • WHO YOU ARE :

  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
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