Customer Success Expert 🏆 - Paris

Long term
Paris, France
Tech
Partial remote possible
2 yrs of exp.
Posted on 03-21-2022

Apiday

Apiday développe une plateforme qui permet aux entreprises d'améliorer leur impact social et environnemental grùce à une meilleure gestion de leurs données RSE.

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🔎 What we’re looking for

After raising a big seed round from prominent European venture capital and impact firms, we are looking for a Customer Success [Manager] to join our team in Paris. The management team is experienced, ambitious and gathers serial entrepreneurs, investors and data scientists. You will work directly with the CEO, and in being the driving force in securing new business and partnerships for us, will be at the forefront of innovation in the ESG and sustainability industry. This is a unique opportunity to join a fast-growing tech company determined to make a strong positive impact on the world.

🌿 About us

The world is changing. In order to succeed companies must now go beyond financial metrics and integrate environmental, social and governance (ESG) factors in their strategies and ways of working.

Concretely it means addressing questions such as:

  • What’s the environmental impact of my business?
  • Are my recruiting practices equitable?
  • Am I positively impacting all stakeholders?

This is critical for companies to appeal to more customers, and have an edge in attracting top talent and investment.

At apiday we are building a collaborative platform for forward-thinking companies to effectively manage their ESG data.

Our system allows ESG information to flow easily from company data sources to an expertly curated database, with which customers can:

  • Automate their ESG reporting or certification process
  • Collaborate with ESG consultants to build a sustainability action plan
  • Communicate and visualise ESG actions and data

In summary, we are replacing inefficient workflows and messy Excels, with a fully-featured operating system for sustainability data.

Our ambition is to help companies transition towards more sustainable operating models, and build a clear edge against competitors that are only focused on financial performance.

We are looking for passionate and like-minded individuals to join us, and have a hand in defining what a sustainable future will look like, instead of watching from the sidelines.

Profile

🚀 Purpose & Responsibilities

As part of the ESG & Operations team, you’ll be the at the heart of the engine which is delivering the best possible customer experience. Our industry is still in its infancy, which means that our customers need extra care and guidance. The Customer Success team will play a critical role in the commercial success of Apiday. Your primary purpose will be to:

  • Ensure that customers use our solution in an optimal way by being their privileged interlocutor. Customer satisfaction is your primary goal!
  • Set up key Customer Success processes, from initial onboarding to post-project follow-ups
  • Understand in detail the needs of our customers and proactively collect their feedback to feed the product roadmap

Your role would have the following key responsibilities:

  • Reply to customers, achieve best possible customer satisfaction score and implement internal processes to maximize customer retention
  • Set up our Intercom chatbot (create replies, define success metrics and monitor performance)
  • Work alongside the Product team to build a seamless customer feedback loop and continuously improve our customer knowledge
  • Develop and formalize Apiday’s online communication tone when dealing with customers and ensure fast adoption by future new joiners of the CS team
  • Optimize Apiday’s feature release process to ensure product scalability and user experience continuity
  • Maintain customer engagement on the platform by sending them insights on how to best use the platform and keeping them up-to-date with the new features of the platform

🎾 About you

  • Prior experience in a Customer Success role, ideally within a B2B SaaS business
  • Genuine, confident and credible, with a strong communication and presentation skillset and the ability to deliver ideas concisely to internal and external stakeholders at all seniority levels
  • Results-orientated with a data-driven approach to solving problems and identifying the most time and cost efficient course of action to achieve your goals
  • Strong organizational aptitudes, attention to detail and interpersonal skills. You will need to develop relationships with our users and understand how apiday can best help them
  • Fluency in English is important since it is our primary working language, and conversational French is a plus since we’re based in Paris
  • Interest in sustainability in general, as well as environmental and social challenges, is a plus but not critical given our internal training materials
  • Strong desire to work for a purpose-driven tech startup in a dynamic environment

🌈 Benefits

  • Competitive remuneration
  • In-depth training on ESG and sustainability topics
  • Great office location in central Paris in a brand new coworking space
  • Blue-chip health insurance through Alan
  • Subsidized meals and transport with Swile
  • Regular team outings
  • Weekly fitness class and other perks

🐝 Equal opportunity employer

Apiday is proud to be an equal opportunity employer with a clear vision: to be the place where a diverse mix of talented people want to come, to stay and do their best work. Promoting diversity, multiculturalism and inclusion is at the foundation of what we do. All qualified applicants will receive consideration for employment without regard to any of the fascinating characteristics that make us different.