**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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