Server Gelato Artist

Our client is a fast-growing international French mid-sized company that offers innovative IoT solutions to support the digital transformation of the retail industry. The company is currently looking for their Customer Success Director. The position is based in Paris.

The role:

As Director, Customer Success and Operational Excellence, you will play a pivotal role in engaging with their customers to ensure their success and satisfaction, while driving operational excellence in service delivery throughout the post-sale journey.

You will oversee the entire customer journey to ensure successful implementation of their solutions in retail environments. This includes project rollout, customer success, store operations, and after-sales support.

By implementing strategic initiatives, you will drive revenue growth while ensuring their customers' success and satisfaction.

You will make a positive impact by being responsible for:

1. Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of their company products and services.
2. Customer success strategy: Developing and implementing a strategic roadmap in alignment with overall company goals.
3. Customer journey: Overseeing the entire customer journey, from initial project rollout to post-sales support.
4. Customer Experience Optimization: Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.
5. Professional services Design and Implementation: Develop customizable solutions and tiered service packages. Ensure offerings are tailored to meet customer needs.
6. Operational Excellence: Ensuring seamless and high-quality implementation of their solution in retail stores. Implementing and monitoring quality control processes.
7. Strategic Account Management: Devising and executing strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
8. Upselling and Expansion: Boosting revenue growth by identifying upselling or cross-selling opportunities within existing client accounts.
9. KPI Development: Developing key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.

Experience:

You have a minimum of 8 to 10 years of experience in operational excellence, professional services, customer success, or a related field, with at least 5 years in a leadership role.

Experience in the retail, logistics, or store operations sectors is a strong asset. You have in-depth knowledge of the SaaS and IoT industries.

You have demonstrated a proven ability to engage with customers and ensure operational excellence in a fast-paced and demanding environment.

You have successfully achieved customer objectives and driven revenue growth.

You have strong expertise in go-to-market strategy and a proven track record in implementing and monitoring operational performance metrics.