Customer Success Manager, Implicity

• 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
• 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

Desirable

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

• 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 !