Senior Customer Success Executive - French Speaking

Senior Customer Success Executive - French Speaking
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Otros

Senior Customer Success Executive - French Speaking

Detalles de la oferta

We're looking for a candidate to fill this position in an exciting company. Demonstrate high performing Customer Success behaviours and results: Be highly focussed and extremely effective at: Retaining and growing existing accounts through supporting and selling to the “users” of Cint’s products (eg Project Managers) Proactively growing our user base (footprint) horizontally across all accounts you are responsible for, driving platform adoption across the customers’ business (seek out more potential users). Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the Cint platform, and unlock the benefits of doing so Proactively up-selling to users and operational leadership, identifying opportunities to increase Cint’s “share of wallet” in the account, and seek opportunities to sell new technology (convert Access users to AccessPro, or introduce Connect for example). Be an expert in the application of our products and the benefits to the user and their business Convincing customers to change their approach to project sample procurement and project delivery using Access/Pro Brick wall our core accounts, ensuring Cint remains front of mind for all projects, is seen as their #1 go-to supplier or tech partner, locking out competitors. Working with Sales as directed by your CSD to support the acquisition of new customers and driving proactive strategic growth from existing accounts Perform consistently and successfully across KPI’s and measures of sales metrics, delivery/operational metrics, and customer satisfaction metrics Deliver efficiencies through streamlining processes whilst maintaining positive customer experience Responsibility for project or platform selling (bid responses, providing initial project quotes, RFQs where appropriate) as well as “Project Delivery” Liaise between the client and the scripting teams - lead them through programming, testing & launch of full-service on-line market research surveys. Oversee entire sample fielding process, both internally (via the panels in Cint's platform) and externally (using outside partners). Supervised data preparation in SPSS, often directing the compilation of tabs for data analysis. Ensuring projects are closed and invoiced on time, to optimise monthly reported revenues in line with the financial targets Excellent at training and on-boarding new customers and new users efficiently and effectively on the phone, skype and face to face as needed Hit and exceed sales growth targets: Through maximising growth potential across all accounts that you are responsible for, ensure monthly targets are achieved including both new and existing accounts. Be accountable and consistently perform against all targets or metrics. Proactively seek opportunities to up-sell to all customers Adopt Cint Xpand sales methodologies to sell-in more effectively, and expose and accelerate growth opportunities (SPIN questioning techniques, DASAC, meeting preparation basics, and using Cints CRM system) Deliver a World Class Service: Make Cint famous for customer service, and use our “Customer Success Program” as something to celebrate with customers and discuss in pre-sales with significant new customers. Turn customers into Cint advocates. Be customer-account centric. Be highly responsive to all customer needs, leading the industry for speed and quality of response including out-of-hours demands. Implement Customer Success Charters for high value (green) accounts, with a structured and proactive approach to driving growth, establishing MAPs (mutually agreed plans) with customers and agreeing regular account governance to track progress and address issues (eg QBRs – Quarterly Business Reviews) Host training and workshops for your customers, tailored to their needs. Turn project sales (sample) opportunities into DIY users and platform sales. Minimise non-DIY revenues, and ensure the team are trained on how to sell and deliver all new and existing Cint technologies Train and on-board customers as needed and support their adoption of the Cint platform Provide feed-back to product and supply teams as well as the Customer Success Director to enable greater DIY sales in future Use internal influence to ensure all internal departments are providing timely responses to specific needs, and escalate to the SVP/EVP as needed to get results and decisions Adhere to the Customer Success strategy for the region, aligning with the EMEA and Global business strategies Ensure Xpand (Cint’s sales excellence programme) methodologies are followed and Xpand plans maintained up-to-date for all appropriate accounts. Personal: Be an advocate for Cint products and the value of our model and technology set, and be the face of Cint Customer Success in all of your accounts and significant new business as required. Be responsible for your own learning and development (product knowledge, skills, market knowledge, Cint strategy) and be proactive in recommending improvements for the company Be seen internally as a senior go-to team member with superior knowledge and skills Support, mentor, influence junior team members and new starters Be self-sufficient in your role day-to-day and positively influence team success, proactively contributing to operational and sales improvements and initiatives Qualifications: Previous experience successfully performing in customer success, account management or project delivery roles Proven track record in delivering success for customers, driving platform adoption, and taking a structured and proactive approach to growing business for Cint Solid technical understanding and demonstrable understanding of broader tech and data landscape Attributes: Excellent technical expertise in the application of Cint product and selling the benefits to market research executives Excellent sector knowledge and experience Strong understanding of how to structure, optimise and deliver research projects Confident, authoritative and credible with customers and internal stakeholders, consultative approach, and a ‘challenger’ mentality Highly personable, strong relationship builder, and strong proactive customer focus Innovative and creative at finding process improvements, and new ways to deliver value for customers and Cint Passionate about delivering for customers and growing Cint’s business Passionate about disruptive technology, Cints value proposition and the benefits we offer users and businesses Proven success at growing accounts through proactive, structured account governance and quality service A strong team player and positive influence Strong problem solver (identify the cause of problems and propose solutions) Excellent analytical skills, process orientated, and strong attention to detail, to ensure resource is being put to optimum use Can-do attitude and results driven Ability to reprioritise tasks and be agile in your approach, make decisions, and flexibility to adjust to changing demands of the role and business Excellent written and verbal communication skills Fast learner, proven history of taking ownership of performance


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