Within the Customer Success team, the mission of the Account Manager is to ensure that Agicap delivers the expected added value to our clients when they subscribe to the tool.

The Account Manager engages with clients right after their training to guarantee them the best experience throughout their customer journey. This position is at the heart of Agicap’s global growth strategy to support this mid-market transition. 

The AM team is divided into three specializations:

- Activation (To deliver the expected return on investment, ensuring the proper use of the tool by our clients)

- Expansion (Growing our clients by addressing new needs and thus generating upsell)

- Managing friction / cancellation (To handle complex situations and ensure that our clients do not leave us for the wrong reasons)

⭐ Your mission as an AM - Churn Specialist :

You will be responsible for all types of Agicap clients, from the smallest (€5-15 million turnover) to the largest (€50-300 million turnover). You’ll need to be creative to find the most personalized solution possible.

1. Customer Retention:

∙ Understand the reasons why customers wish to unsubscribe and attempt to retain them.

∙ Plan and conduct interviews with customers considering unsubscribing.

∙ Identify customer issues or dissatisfaction.

∙ Propose appropriate solutions to meet customer needs and improve their experience.

∙ Negotiate offers or adjustments to encourage customers to stay.

2. Managing Frictions:

∙ Receive and analyze customer complaints or negative feedback.

∙ Collaborate with internal teams (support, product, etc.) to resolve issues quickly and effectively.

∙ Document friction cases and the solutions implemented to improve internal processes.

👪 What are we looking for :

• You have a degree from a top business school (Master’s level, Bac+5).

• You have customer relationship skills: you have 2-3 years of experience in customer relations (ideally as a customer retention specialist or customer exit specialist in SaaS, with experience in FinTech being a bonus).

• Or you have strong financial skills: you have 1-3 years of experience in financial audit, management control, or in implementing financial tools (such as ERP accounting, management, or treasury systems).

• You are capable of multitasking and managing changing priorities within tight deadlines.

• You enjoy challenges and strive to exceed your goals.

• You are eager to move quickly, to meet with our users frequently, and to pick up the phone to help them.

• You love advising, arguing, and convincing.

• You have an excellent level of French and are able to lead full business conversations