Customer Success Manager (with French or German language skills)

Radian6 - Watford, United Kingdom

Posted 865 days ago
  • Experience
    Mid-Senior level
  • Job function
    Consulting, Customer Service
  • Employment type
    Full-time
  • Industry
    Computer Software, Telecommunications
  • Job ID
    3002328

This is a preview of the Customer Success Manager (with French or German language skills) job at Radian6. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

 Radian6 UK is looking for a talented individual to be responsible for Customer Success. Combining account management, sales and software implementation responsibilities, this position is a great opportunity for a dynamic individual to join a growing company and fulfil Radian6’s promise of keeping ‘Customers for Life’.   The Customer Success Manager (CSM) is responsible for bringing the best Radian6 ideas, innovations, and capabilities to customers while driving greater business value. It is the CSM’s responsibility to drive customer adoption and success within a defined set of customers.   Key to this role is being able to articulate value, inspire and position to sell the future of Software-as-a-Service. As a trusted social media advisor and coach, the Customer Success Manager determines how a social media program can be effectively applied to support achievement of a company’s strategic business goals in all areas of the organization.  

Key Responsibilities  

* Develop a trusted advisor relationship with customer sponsors such that all Radian6 activities are closely aligned with the customer’s business goals and strategy, allowing the full potential of their Radian6 solution to be realized
* Lead the adoption and execution of the customer’s Radian6 maturity model such that the phased roll-out of functionality, training and development of best practices continually drive incremental value and return on the customer’s investment
* Establish and/or participate in project steering committee meetings; proposing creative viable solutions to the customer sponsors such that critical success issues are addressed on a pro-active basis
* The CSM will serve as the customer advocate internally at Radian6 ensuring that all of our resources are being focused and optimized to best serve all our customers’ needs
* Guide practices of Radian6 toward producing customers who can be referenced; with high customer satisfaction and high renewal predictability

Responsibilities:  
* Use a flexible approach to develop overall strategies to build long term, sustainable, profitable relationships at all levels of customer organization and to strategically grow and manage defined key accounts
* Work with the Customer Success team to define, maintain and leverage account health indicators. Provide regular status reports to Radian6 stakeholders on progress against established goals
* Manage account escalations
* Facilitate the development of a vertical industry community of like Radian6 customers, routinely sharing best practices and leveraging lessons learned
* Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
* Maintain a comprehensive understanding of Radian6 products
* Understand customer requirements, level of adoption of the Radian6 service and assess the risk in renewing the current contract;
* Participate in field marketing events within region
* Develop a good working relationship with sales and other departments within Radian6 required to achieve Customer Success goals
* Maximize sales opportunities within the assigned territory by providing assigned accounts leads to sales

Desired Skills and Experience

Job Requirements:  

* Experience ideally with demonstrable strategic enterprise account management or management consulting experience
* Relevant experience in the Social Media space
* Proven ability to interact directly with customers at all levels
* Demonstrated customer-facing skills including expectation management, communication skills, information management
* Proven effectiveness at leading and facilitating customer workshops
* Proven experience in managing complex project implementations
* Possess strong presentation skills and credibility with all levels of customer organizations
* Demonstrated ability to ensure maximum personal effectiveness in communicating activities and successes with internal colleagues and making recommendations for process improvement
* Willingness to travel
* A degree in related field.  
* Business language skills in French or German

Attributes:  
* Skilled in leading a team
* Strong initiative and with a positive attitude
* Ability to learn quickly and adapt to change
* Professional, organized, efficient and accurate
* Tenacity, drive and the desire to succeed in a start-up environment
* Resourceful and creative troubleshooting skills
* Strong commitment to quality
* A well-developed sense of humour.  

About this company

Radian6
Salesforce.com has transformed the enterprise software market with cloud computing. We’ve launched business apps and platforms that are as easy to use as Amazon.com and as social as Facebook. And now we’re leading the shift to the Social Enterprise. Social enterprises leverage social, mobile, and open cloud technologies to put customers at the heart of their business. Our portfolio of cloud computing technologies has revolutionized how companies manage and share business information. In 2011, we were recognized by Fortune as one of the 100 Best Companies to Work For (for the third consecutive year) and one of the 100 Fastest-Growing Companies, while Forbes ranked us #1 on their list of the World’s Most Innovative Companies. With more than 5,500 employees worldwide, more than $2 billion in annual revenue run rate (we’re the first enterprise cloud computing company to reach this mark), and more than 100,000 customers across the globe, we’re proud to contribute to the success of companies of all sizes and industries. If you're passionate about innovation, come help revolutionize how companies collaborate and communicate with customers. For more information visit www.salesforce.com

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