Director of Client Success, Paris Office

Location: Paris, France

Department: Client Success

Type: Full Time

Min. Experience: Senior Manager/Supervisor

Director of Client Success

Corporate Overview

Synthesio is an established international high growth company offering technology solutions that drive social media listening, analytics and engagement.  Recognized by Forrester and Gartner as an industry leader, Synthesio creates and delivers the tools that allow Fortune 500 brands and agencies to understand and effectively engage with consumers. By delivering social media data of the highest quality within 190+ countries & 50 languages, our customers and partners receive crucial intelligence & insights into their market's opinions, wants and needs.  Decisions that make a difference in today’s rapidly changing landscape can be made with true consumer insight in a timely, cost-effective manner.  www.synthesio.com.

Social Intelligence. Actionable Insights. Business Results.

 

Position Description

Reporting to the Vice President of Global Client Operations, the Director of Client Success is responsible for managing all aspects of the Client Success team within the region.  The key success factor of this role is to build and manage a solid team that consistently hits and exceeds all customer relationship and productivity goals.

As the Director of Client Success, you will ensure that the Enterprise, Midmarket and Agency customer base has achieved sustainable value from the Synthesio solution set.  You will be responsible for driving customer adoption and success by strong onboarding, strategic consultation, usage/adoption recommendations and risk identification. The end result is increased customer satisfaction, retention and expansion of Synthesio’s footprint. 

Responsibilities

  • Manage, build, and retain an amazing Client Success/Service Delivery team dedicated to delighting our customers and developing successful long-term customer partnerships.
  • Ensure that customers derive maximum value from their investment in Synthesio, and utilize the software and solution sets to the fullest capability.
  • Be accountable for all CSM operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees.
  • Collaborate with other teams, including Client Operations, Sales, PreSales, Account Management, Support, Insights, Marketing, to ensure all project goals and deliverables are met.  Ensure the handoff to the Onboarding process is successful, and that customers understand the benefits of the Synthesio offering and how they can leverage the features and functionality to accomplish their desired business objectives. 
  • Serve as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary.
  • Continually monitor, evaluate and improve all team processes, collateral and performance.  Proactively identify and prioritize opportunities for process improvement.  Drive the understanding and resolution of process bottlenecks and inconsistencies. Facilitate an organization of continuous process improvement.
  • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics.
  • Leverage broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the business.

 

Qualifications

  • Minimum of 8 years of demonstrated success managing a team of high-performance B2B professionals within an enterprise level SaaS product company.  Must come with a demonstrable track record of developing skill and providing opportunities for the team.
  • Must have prior experience in direct management of large, complex accounts – with a proven track record of achieving aggressive growth goals.
  • Exemplary Project Management skills required - Ability to handle multiple priorities simultaneously and to meet difficult deadlines is key.  Must have the needed skill in resource allocation, timeline management and risk mitigation.
  • Strong experience providing strategic guidance on a SaaS solution to business professionals, including Customer Experience, Marketing, Customer Support, PR, and Market Research.
  • Ability to understand customer issues and map high level business issues to the technical solution and to provide a roadmap for the customer’s success.
  • The ability to develop strong bonds, and to accurately convey customer requirements, across the organization, including Management, Marketing, Sales, Product Management, R&D, Product Marketing and Insights.
  • Excellent written, verbal and presentation skills required.
  • Prior experience in a technology company providing Consumer Insights is strongly preferred.
  • BA/BS degree (or equivalent; MBA or advanced degree preferred).
  • Strong preference for fluency in multiple languages.
  • Ideal – but not required – domain expertise. 

Salary and Benefits
Synthesio offers a competitive salary and benefit package. 

 

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