Original listing text, shown exactly as published by the company.
🤝 Core responsibilities
- Drive customer loyalty
- Build and maintain strong relationships with key stakeholders
- Champion a customer-centric approach to help clients maximize Alan's value
- Proactively identify and address satisfaction concern
- Turn our best customers into Alan ambassadors and generate opportunities of acquisition
- Build customer engagement and adoption:
- Lead complex onboarding processes for large customers, acting as project manager for lengthy transitions while ensuring effective, impactful, and empathetic change management
- Develop deep understanding of Alan's product value proposition and create customized action plans aligned with customers needs and Alan's objectives
- Deliver engaging product education through tailored and large-scale approaches (such as webinars) to drive employee and HR team adoption
- Track and present adoption metrics to stakeholders
- Identify and execute out-of-the-box initiatives to engage Alan customers
- Scale the practice:
- Contribute to CSM playbook development
- Become a subject matter expert within the team
- Drive product evolution:
- Act as the voice of the customer to Marketing and Product teams
- Influence product and service improvements based on customer feedback
🧑💻 Profiles & skillsProfessional experience
- 5 years proven track record in customer success or enterprise account management
- Strong background in B2B digital companies, specifically working with HR teams on adoption and engagement challenges
- Experience leading complex, cross-functional projects across Product, Sales, Engineering, and Data teams
- SaaS, Insurance, or Consulting industry experience valuable
Core skills
- Demonstrated ability to influence and engage stakeholders at all levels, including C-suite
- Excellence in written and verbal communication (French and English required)
- Network building: capability to identify and engage key influencers
- Active listening skills and genuine empathy in stakeholder interactions
- Creative thinking for developing innovative engagement strategies
- Structured approach to project management and execution (from onboarding to engagement)
- Deep customer-centric mindset with proven ability to deliver tailored solutions
- Strategic problem-solving: ability to structure challenges and identify effective solutions
- Analytical skills for data-driven decision making and reporting
- AI tool proficiency
For this opportunity, we're looking for someone in either Paris, Bordeaux, Lyon or Marseille.
We are aiming to hire within the B1-C1 level range.
