Client Success Manager, Paris Office

Location: Paris, France

Department: Client Services

Type: Full Time

Min. Experience: Mid Level

Client Success Manager

Position Description

The Client Success Manager is responsible for project managing the onboarding for each client and for maintaining relationships with Synthesio’s clients post “go live”.  This includes implementing the technical requirements, orchestrating a flawless project launch, communicating the Synthesio value proposition, identifying new opportunities with the client's organization, and ensuring client satisfaction in assigned accounts.  Additionally, Client Success Managers will assist the Sales and Pre-Sales teams by advising on best practices, content and product applicability to particular client use cases.

Key Responsibilities, including but not limited to:

Client Onboarding

  • Conduct discovery of client needs through presales and post-sales discussions.
  • Create the project plan, assign appropriate resources, and drive all actions needed to ensure a flawless project launch
  • Ensure that customers are properly trained on system operation.  When needed, facilitate additional training for existing customers.
  • Provide first point of contact for issue identification, diagnosis and resolution.  Serve as point of contact between Client and R&D for all escalations.

Technical Configuration

  • Configure the client dashboard setup, including query writing and data manipulation
  • Support the QA initiatives including data quality, bug tracking and issue replication
  • Participate in research and discovery activities, including key word research, general client discovery, vertical research, synonym and spam research and other type of special research projects

Reporting and Insights 

  • Monitor on-going performance against key campaign metrics
  • Produce reports measuring the performance of key social media campaigns across the Globe
  • Generate insights from social data, spotting trends and opportunities
  • Proactively identify opportunities for further analysis

Relationship Management

  • Assure smooth account transition from pre-sales to post-sales phases, including: coordination of kickoff meetings and monthly debriefs with clients.
  • Assure that clients are receiving maximum value from Synthesio’s products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks.
  • Work with clients to define ongoing enhancements and adjustments to meet their business needs.
  • Share lessons learned with other members of Synthesio’s Account Management, R&D and Sales Teams.

Qualifications

  • Proven ability to work independently, without supervisory or administrative support.
  • Excellent written and verbal communications skills required.
  • Ability to communicate authoritatively about the technical product offerings.
  • Strong program and project management skills.
  • Ability to handle multiple priorities simultaneously.
  • Ability to professionally handle difficult customers & challenging situations
  • Ability to meet difficult deadlines.
  • Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.  Must have proficiency in constructing and manipulating Excel Pivot tables.
  • Must have strong proficiency in query writing and Boolean search strings.
  • Demonstrable industry knowledge is a strong plus.
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