⭐️ We need you ⭐️

As a Customer Success Manager at Implicity, your role is pivotal in ensuring customer success and satisfaction. You will play a key role in customer relationship management, combining a deep understanding of our platform with exceptional customer service.
As a Customer Success Manager specializing in scalability, you will play a crucial role in driving operational efficiency and enabling our Customer Success team to scale globally.

Key responsibilities include:

Customer Relationship Management:

• Build and maintain strong relationships with many customers to understand their unique needs and challenges.

• Act as a point of contact for customers, ensuring their ongoing success with Implicity’s solutions.

Customer Education:

• Provide expertise in application training, adapting to customers’ learning styles and utilizing various techniques to ensure effective knowledge transfer.

• Attend customer calls to deliver expert guidance, educating customers on best practices, and optimizing for patient care.

Escalation and Issue Resolution:

• Recognize when to solve issues independently and when to escalate complex configurations and customer customization requests to the technical team for resolution or development.

• Collaborate with internal teams to ensure timely resolution of customer issues.

Product Feedback:

• Serve as a voice of the customer within the organization, providing valuable feedback, feature requests, and improvement ideas to the product development team.

Collaboration and Communication:

• Work closely with cross-functional teams, including product development, sales, and marketing, to provide a unified and seamless customer experience.

• Effectively communicate technical updates, resolutions, and workarounds to customers.

Scalability:

• Drive operational efficiency and enable the Customer Success team to scale globally.

• Collaborate with cross-functional teams to streamline processes, implement automation, and optimize workflows, ensuring the team can support a growing customer base without compromising quality.

• Identify and execute on opportunities for improvement, and build frameworks that enhance both team performance and the customer experience at scale.

• Leverage technology and establish best practices to ensure scalable growth.

You will report to Anaïs, Lead CIED Client Success. At Implicity, you will have weekly one on one meeting with your manager, to help you thrive within our team and develop new skills.

At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills.
Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets.
The annual appraisal is a dedicated exchange moment, focused on your development.

You are :

🥉 To be considered for this position, the following skills have to be obvious on your education / experiences:

• Experience as a CSM or Account Manager, ideally in a startup or fast-paced environment.

• Strong technical understanding and aptitude for learning software systems.

• Excellent problem-solving skills and critical thinking ability.

• Exceptional communication and interpersonal skills, ability to explain technical concepts clearly.

• Strong analytic skills and ability to take a step back, you are capable of analyzing processes, identifying optimization areas, and making data-driven decisions.

• Empathetic and customer-centric mindset.

• Proactive, organized, and capable of managing multiple tasks simultaneously.

• Familiarity with tools such as, Notion, Zendesk and Zapier is a plus.

• You speak fluently French & English

• You have a strong work ethic & daily act with integrity, honesty and fairness

• You are definitely a thoughtful team player, looking to make your colleagues successful.

🥈 In addition, here are some important basics to succeed in this position:

• You know how to onboard a customer on a new product and how to undertake a project.

• You are autonomous.

• You know how to address demanding customers and solve product-related problems.

🥇 The bonus skills that would definitely make us pick you:

• You have a strong bias for action, and get things done, even if you don’t fully understand everything

• You have strong interest in the innovation and health ecosystem

• You are IT agile (we use Notions, Slack, Drive, etc.) as daily tools

• You like this ad, and think this is very like you 😊

It is OK to apply without meeting all the 2nd and 3nd paragraph skills: just honestly tell us why you think you can be THE one.

🙏🏻 Let’s Meet 🙏🏻

We are looking at a 3-step process :

• First call with Margot, our HRBP

• Operational interview with with Anne & Anaïs, your future team

• Final interview with Lucie, our COO

After a reference call, and depending on your availability, we are able to make an offer within 72 hours !

😁 More cool stuff to know about Implicity 😁

💰 Remuneration

• For this job (CDI - full time), you have a fixed salary and commissions based upon the completion of your objectives

• Company BSPCE

👍🏻 Benefits

• Health care plan: Alan (29,5€ / month + 17€ for kids)

• Luncheon voucher: 9€ (50% employer)

• Transport: 50% of your pass