We are looking for a French speaking Customer Success Manager to help us build our SaaS-based anti-money laundering solutions, which empower organisations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals. You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers. You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.
As a Customer Success Manager, you will
Manage a portfolio of strategic French-speaking customers throughout the entire lifecycle, from onboarding and training to adoption and ongoing success
Be the dedicated contact and own the overall relationship with your clients
Ensure that an implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team
Play a primary role in shaping the product roadmap based on customer feedback
Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers
About you:
Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
French language proficiency at a native or near-native level
Be comfortable working with C-Suite stakeholders, to understand their objectives and align our solutions to meet their needs
Understand your client’s business and drive value towards positive business outcomes
Politely and confidently handle objections from clients, working collaboratively towards mutually beneficial outcomes
An interest in technology and a basic grasp of tools like APIs and cloud platforms will go a long way here.
Be a proactive self-starter that is self-directed and able to solve problems and execute independently
Have strong process management skills, you will be able to manage a varied workload with multiple deadlines
Possess strong relationship management skills and the ability to coordinate across teams and build consensus
Ideally have 2-4 years in a similar or adjacent customer facing role, with proven experience working with mid-market accounts in a B2B environment
Ideally have previous project management experience and have worked in a start-up previously
What’s in it for you?
Equity as we want you to have a part of what we are building
Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
You will also get a new starter budget to kit out your home office
Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
Annual learning budget (prorated based on start date) to drive your performance and career development
The base salary for this role is…