Tout savoir sur le métier de consultant RSE
SustainSoft is looking for its next ESG Customer Success Manager !
Our mission
SustainSoft’s mission is to empower organizations to embrace sustainability and drive positive change.
Our ambition is to develop a SaaS solution enabling companies to measure, improve, and communicate their sustainability strategy.
Supported by Tech for Good incubators and key tech players in the US, we’re driven by the new CSR regulation ‘CSRD’ and experiencing rapid growth. Join us in shaping the future of sustainable business practices.
The profile we are seeking
We’re seeking a Customer Relationship Manager and CSR expert to oversee daily client satisfaction and long-term health. Directly reporting to the COO, you’ll play a crucial role in guiding clients to enhance their CSR initiatives through improvement, management, and communication. As the primary point of contact, you’ll empower clients to adopt SustainSoft, fostering self-sufficiency while driving value, retention, and growth. You’ll also shape customer journeys, support CSR task execution, and excel in relationship building and project management.
Your role, initially operational, will quickly evolve, given the rapid growth of the company, into more strategic responsibilities such as setting up the Customer Service department, team management, etc.
Your missions
CSR Expert Role:
o Guide customers through preparation for their CSR compliance (Including sustainability frameworks such as : CSRD, GRI, Ecovadis, BCorp…)
o Provide them with relevant and helpful insights and resources to progress in their CSR journey on the platform
o Addressing inquiries, offering guidance and recommendations, and sharing expertise
Customer Success Role:
o Assist customers to use the platform, offer technical support
o Develop and maintain a robust knowledge base, including FAQs and guides, to facilitate customer self-service and continuous improvement
Contribute to the setup of their account by developing and selecting the right resources to showcase on the platform
o Enhance onboarding processes to optimize user experience and streamline workflows
o Regularly engage with clients to gather feedback, address concerns, and foster long-term relationships, ensuring their needs are met and expectations exceeded
o Monitor account health by tracking SustainSoft product performance, quantifying and tracking customer value, satisfaction, and adherence to SLAs, as well as monitoring account ROI for SustainSoft
o Promote SustainSoft to clients by preparing and disseminating performance reports, conducting monthly/quarterly business reviews, building key relationships within the client, mapping the account’s decision-making process, and identifying and generating upsell/cross-sell opportunities
Structure our CSR knowledge base and CS playbook:
o Effectively create complete sets of CSR resources and knowledge that can be easily used by all new clients. These resources should be simple to implement and repeat within our product system.
o Structure and expand the customer success process to handle the growing number of opportunities coming from our sales teams. The ideal candidate should be good at organizing information to ensure our clients consistently receive effective support as we grow our business.
o Product improvement: you’ll also be in relation with the product and tech team to identify new features for enhancing our current products and assist in prototyping the new modules slated for release on our platform.
Ideal profile & experience
We’re seeking a dynamic individual with a proactive mindset, ready to tackle diverse challenges and take ownership of various issues, serving as the customer’s advocate within SustainSoft’s CS team. The primary skill required is to feel confident when interacting with clients in any situation. Additionally, the ideal candidate should thrive in unstructured environments, excel at multitasking, and demonstrate an entrepreneurial spirit.
Key skills include :
o 6 years of experience, including 3-4 years in Customer Success within a B2B SaaS company, or in a role related to CSR consulting, or in a position demonstrating a strong client-facing background
o Client-Centric attitude: our success hinges on our clients’ satisfaction
o Thrive in an ever-changing environment, navigating through ambiguity with ease
o Maintain a goal-oriented approach
Strong interest in sustainability and curiosity to explore various CSR topics and frameworks as well as different industries, embracing the diversity of challenges with enthusiasm and adaptability
o Excellent oral and writing skills
o Fluent English + other EU languages is a plus
o Previous experience in a startup is a plus
What we offer
o Competitive salary + attractive variable (depending on your experience) + possible equity compensation (BSPCE)
o A culture promoting excellence and personal growth while also prioritizing human connections and personal impact inside the company
o Growth within SustainSoft as one of our key hires
o Remote-friendly culture
o Office location in the heart of Paris
o The essentials (Alan, Pass Navigo, computer…)
Interested ?
Please email us your application (CV + a few lines of motivation in the body of the email) to : Cliquez sur candidater pour accéder aux informations.
Feel free to share any additional information that could work in your favor!
We look forward to meeting you!
