Customer Success Manager Junior - Illicit trade / anti-piracy

As the primary point of contact for our clients, your mission is to analyze and understand their needs in order to provide them with tailored solutions and high-quality support. To achieve this, you will rely on the expertise of our internal teams.

You will also be responsible for implementing actions aimed at strengthening the support provided to existing clients and enhancing the value of our services to ensure a lasting and optimized relationship.

Your main responsibilities include:

• Developing and monitoring customized reports, ensuring that clients who lack this resource have access to it.
• Managing ad hoc client requests, by providing prompt and tailored responses to their needs.
• Monitoring and overseeing client projects, to ensure they align with the expectations expressed.
• Organizing regular meetings, particularly with clients who have not had recent contact with our teams, to maintain a close relationship.
• Creating access and providing technical demonstrations of our platform, ensuring that presentations are tailored to user needs.
• Anticipating client needs and identifying potential risks, by detecting possible disputes or contentious situations in advance.

Requirements:

• At least a first significant experience in a similar function in the service or tech sector. More than your professional experience, it's your agile, resourceful and independent spirit that will make all the difference!
• You are known for your excellent interpersonal skills.
• Be a quick learner and have the ability to work effectively in a constantly evolving scale-up environment.
• Perfect command of office tools (Excel, PPT, Google Sheets).
• Fluency in both English and French is mandatory.

Location: Full remote or based in the 8th arrondissement of Paris.

Permanent contract

As an equal opportunity employer, Forward Global welcomes applications from all qualified candidates.

Benefits include:

• A fixed package of 11 days-off in addition to 25 paid holidays.
• Daily lunch voucher with Swile Card (11 euros per day).
• A mutual insurance and provident scheme with quality guarantees and partial cover for the spouse.
• 1 day's teleworking per week.
• A sports session with a certified coach every Thursday.
• Modern, user-friendly premises with all the facilities (shower, car park, large terrace).
• An entrepreneurial spirit with passionate, multi-cultural teams.
• A PERECO (Collective Company Retirement Savings Plan).
• Support for parenthood through the allocation of cradle in nursery.

Forward Global is an international risk and reputation management advisory firm delivering custom solutions for clients worldwide.

The firm brings together more than 350 advisors with backgrounds in international strategy, communications, politics, policy, and digital content creation. Forward Global has offices in Washington, D.C., Paris, Brussels, Montreal, London, and Abidjan.

In 2022, we created a business dedicated to fighting Illicit Markets, with the ambition of becoming a leading international player dedicated to fighting illicit markets, and in particular piracy.

The Forward Global Group's Fight Against Illicit Markets division has established itself as a leading anti-piracy expert in France and Europe, protecting the content of its customers in the sports (sports leagues, television channels), entertainment (live events), and cultural (film, music, literary publishing and press) sectors.

Thanks to its technology, we can detect unauthorized content on the Internet and request its removal worldwide. Its subsidiary Rivendell is a world leader in the removal of copyright-infringing results from Google.

Our clients include rights holders in the entertainment industry (film producers or distributors, TV channels, book publishers, etc.).