Experienced Customer Success & Account Manager - US Clients

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving business growth? Do you thrive in a dynamic, digital, and collaborative environment? If so, we invite you to join blithequark, a leading SAAS platform for Internal Communication, Employee Advocacy, and Employee Engagement, as our Customer Success & Account Manager for US Clients.

About blithequark

At blithequark, we're on a mission to empower companies to achieve their full potential by fostering informed, engaged, and influential employees. Since our inception in 2014, we've grown to become a global leader, serving over 180 countries and partnering with renowned brands such as Coca-Cola, Mars, Accor, EDF, Tata, Capgemini, and Generali. Our international presence is reflected in our offices in Paris, Lyon, Boston, and Mumbai, and we're committed to creating a culture that values simplicity, kindness, respect, exemplarity, fairness, and trust.

The Opportunity

As our Customer Success & Account Manager for US Clients, you'll be the primary point of contact for our US-based customers, providing guidance and support throughout the lifecycle of their projects. You'll have the unique opportunity to grow and thrive in a dynamic, digital, and collaborative environment, working closely with our internal teams to ensure our customers' objectives are met.

Key Responsibilities

* Establish yourself as a trusted advisor for your clients, nurturing relationships with project managers and sponsors across various departments, including communication, marketing, HR, and more.

• Assist in building the "success plan" for projects, starting from solution implementation and continuing throughout the project's lifespan.
• Conduct "Customer Success" training sessions and workshops to ensure our customers achieve their goals.
• Proactively monitor the project on a monthly basis, sharing best practices and feedback with your customers.
• Maintain and strengthen relationships with existing customers, ensuring the renewal of their contracts.
• Identify, negotiate, and contract opportunities for upselling and cross-selling, enhancing our Annual Recurring Revenue (ARR).

Project Management

* Oversee the project's launch timeline, ensuring punctual deployment.

• Liaise with internal technical teams during the deployment phase.
• Supervise the project in "run" mode to guarantee the attainment of the client's goals.
• Advocate for your customers with the Product Team to develop new features.
• Contribute to the development of cross-functional projects aimed at enhancing the internal organization of the Customer Success Team at blithequark.

Qualifications

* University graduate with a focus on commercial, digital, or engineering fields, with a minimum of 5 years of hands-on experience in roles such as Customer Success, Engagement Consultant, Change Management Consultant, or Account Manager.

• Self-motivated, result-oriented, and very autonomous, with the ability to maintain great performance in a full-remote setting.
• Strength in engaging with diverse stakeholders, from C-level executives to HR Directors, Directors of Communication, and project managers.
• Ability to seamlessly handle multiple projects, showcasing versatility and adaptability in a dynamic, fast-paced environment.
• Thoughtfulness and attentiveness, coupled with a deep understanding of client needs, and a strong service orientation.

Essential Affinity & Knowledge

* Proficiency in new technologies, SAAS, and digital transformation.

• Adept in internal communication, social networks, and community management.

Essential Experience

* Minimum of 5 years in a related position.

• Proven capability in managing multiple projects simultaneously.
• Experience in handling full sales cycle (renewals, upsell, cross sell, negotiation).
• Mastery of basic planning standards (Gantt, etc.).
• Demonstrated expertise in High Touch portfolio management.

The Perfect Match

You'll thrive at blithequark if:

• You have a strong taste for new technologies, the world of SaaS and digital transformation, and wish to practice in a constantly evolving environment.
• You're looking for a job with strong responsibility coupled with freedom of initiative and would like to get involved in an ambitious project.
• You wish to participate in an adventure and grow with an ambitious and benevolent team with globally recognized companies to ensure their satisfaction on their projects.
• You like international, transparent environments where everyone can learn and be heard.

Additional Information

* Join an international Scale Up SaaS that's certified as a Great Place to Work and as a "Best Workplace" for 2023.

• Explore your new role with personalized and comprehensive onboarding, followed by workshops, Friday trainings, and year-round training sessions!
• Enjoy benefits designed for your well-being at work: beyond an attractive base salary, healthcare fee, benefit from a variable based on your performance, paid days off, paid sick days.
• Work totally remotely from Boston, or meet our team member there once a week.
• Connect with your colleagues through numerous events: afterworks, team buildings, town halls, and our renowned Global Week!
• Choose a committed company: "Activateur de progres" certification, partnership with Tree Nation, where each blithequark employee plants trees to offset their CO2 emissions.
• Embody our values: kindness, ambition, humility. At blithequark, we are "Bootstrappers".

Recruitment Process

* 45-minute call with Talent Acquisition (TA)

• Written exercise
• 1-hour interview with TA and your manager
• Simulation with TA, and managers
• Reference check

Important Information Before Applying

* Permanent Position

• Based in Boston, full remote (if your plan is to move to Paris, we can discuss a position there as well)
• All your information will be kept confidential according to EEO guidelines

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