Customer Success Manager leading a team for trial enablement and adoption in law firms. Collaborating with Sales, Marketing, and Product for enhanced customer engagement and onboarding strategies.
About the role
- Customer Success Manager strengthening client relationships for Arago, a consulting group in digital transformation. Managing contracts, client escalations, and ensuring satisfaction with services.
Responsibilities
- You will be the primary point of contact for your clients and contribute to client retention and portfolio growth.
- Strengthen relationships between Arago and our clients, maintaining an overarching view of your portfolio.
- Manage contracts: track hours, handle renewals, invoicing, and store contract-related documents (including GDPR compliance).
- Organize steering committees (Copils) with clients and internal teams (Delivery / Country Manager, Team Manager, Quality Manager, Sales, Project Manager…)
- Monitor KPIs and report on support activities.
- Manage client escalations and coordinate with the support team.
- Identify and develop new opportunities (new modules, products, audits…)
- Align with client strategy and project roadmaps.
- Facilitate communication and collaboration between support, sales and client teams.
- Collect and promote client feedback through surveys and user meetings.
- Ensure client satisfaction and mitigate client churn risks.
- Organize release management sessions.
- Share roadmap plans and create development opportunities.
- Occasionally travel to meet clients to build strong relationships.
Requirements
- Bachelor's or Master's degree in Project Management, Business, or equivalent.
- Proven experience in Customer Success, Account Management, or client-facing project roles.
- Knowledge of the SuccessFactors environment and HRIS is a plus.
- Experience in contract and budget management.
- Ability to manage cross-functional teams without direct reporting lines.
- Fluent in English.
- Proficient in Microsoft Office and ticketing tools/systems.
- Excellent interpersonal skills: communication, listening and client education.
- Strong analytical and synthesis skills, autonomy, organization and flexibility.
Benefits
- Exposure to diverse clients and projects in France and internationally.
- Continuous learning and professional development opportunities.
- Participation in high-value strategic projects.
- A dynamic, international and fast-growing environment.
Job title
Job type
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