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Senior Customer Care Manager

Work from home Full-time role Hiring

Customer Care is a strategic business function of onboarding, engaging, and retaining new and existing customers to achieve maximum value. You will play a vital role as the first point of contact and/or the solution provider of our customers. You will be our ambassador!

The Care part is split into two main areas: dedicated onboarding (managing a portfolio of clients) and level 1 support (handling incoming requests).

Our main objective is to make our customers products experts both in terms of compliance and platform usage, in order to maximize their adoption of the products and by consequence their loyalty.

You will have the key responsibilities listed below:

Onboarding (portfolio management)

  • Proactively manage the onboarding process for your portfolio of new customers, ensuring a seamless implementation and efficient deployment of the solution.
  • Lead training and FAQ sessions to support new clients in adopting the platform effectively.
  • Understand client needs to optimize their use of our solutions, resolve reported issues, and propose intelligent solutions and/or workarounds.
  • Anticipate challenges during onboarding and proactively implement mitigation strategies to drive results.
  • Collaborate with Account Executives to gather necessary client information, and with the Account Management Team (CSM and KAM) for a seamless transition
  • Oversee project management for complex projects
  • Make customer-related choices independently that align with both customer expectations and company objectives, demonstrating confidence and accountability for your portfolio.

    • Level 1 support

  • Respond quickly and efficiently to incoming customer queries (tickets)
  • Troubleshoot and resolve issues proactively, suggesting tailored solutions.
  • Escalate complex problems to L2 support or management when required.

    • Internal collaboration

  • Support internal customer teams (CSM, KAM, AEs…) with product expertise.
  • Propose and drive new initiatives and innovative solutions.
  • Participate in continuously optimizing our processes (improve the quality of our service, accelarate the Time to First Value, improve resolution time…)
  • Create documentation (guides, FAQs, videos).
  • Provide feedback to the Product team to forward customer needs.

    • Qualifications

  • 5+ year experience in a customer facing position
  • Strong knowledge of the MarTech environment especially analytics or tracking
  • Knowlege of GTM is a plus
  • Fluency in French and English. Another language would be appreciated
  • Excellent verbal and written communication skills
  • Problem solver, rigorous and empathic character
  • Pedagogy and patience are part of your qualities, you know how to adapt to your interlocutors and love to help
  • You like to work in dynamic environments and fast-paced teams
  • Be available between 09:00 - 12:00 and 14:00 - 18:00 (Paris time)

    • Recruitment process

  • First interview with our Senior Talent Acquisition Manager (15 min)
  • Case study preparation at home
  • Visio interview - including case study presentation with the Head of Customer success (your potential future manager)
  • Final interview with our Customer Success Director or a cofounder (30min)
    • Apply to this Job
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