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Customer Success Manager

nfinite • Bordeaux, France • 5d ago

Manage the portfolio of customers that will be entrusted to you by accompanying them in the daily use of the Nfinite service:
- Proactively propose action plans to simplify the customer experience and remove any identified friction;
- Measure on a regular basis:
  - Customer satisfaction level (NPS);
  - the value provided by Nfinite to the Customer (ROI).
- Create a relationship of trust with your contact persons & C-levels
Be accountable for the generation of Nfinite revenues through:
- Contract renewals;
- Upsell;
- Cross-sell (within the same geographic area).
From the identification of the opportunity to the deal closing.
Be the ambassador of the Nfinite platform to your customers:
- Proactively propose action plans to reinforce their knowledge of the platform and the use of its capabilities;
- Analyze the user experience and propose improvements, in close collaboration with the Nfinite product teams;
- Train & support the customer in their daily use of the Nfinite platform.
Be the voice of the customer within the Nfinite organization - in particular with
- Product & Tech teams:
  - Seize the opportunity of each Customer's feedback to contribute to the development of the Nfinite roadmap;
  - Organize workshops between Customers & Nfinite Product / Tech teams when necessary.
- Teams in charge of creating 3D models ("Digital Twin") for our customers:
  - Ensure a good understanding of the customer's issues and expectations on the part of the Nfinite teams in charge of the production of 3D models;
  - Ensure a good understanding of Nfinite's internal processes by the client;
  - Work in close collaboration with the Nfinite Project Managers in charge of creating the models;
  - Alert internally in case of risk on respect of the schedules.
- Work in close collaboration with the Solution Engineer to ensure the correct implementation/integration of Nfinite’s services to our clients
- Work closely with the Account Executive to ensure an ongoing business relationship
Manage cross-functional projects to improve the overall experience of our customers (e.g. deployment and maintenance of a new public Help Center for our customers)

Must-have skills:

You must be fluent in English and French
You must have prior experience with B2B customers
You have a strong customer orientation
You are organized and you like to work on several different projects
You are curious, able to listen, learn and teach

Nice-to-have:

German is a plus

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