Customer Success Manager, Lengow
French Native Speaker
More information about location
4-5 days a week in office
eCommerce automation platform
Be an early applicant
eCommerce automation platform
201-500 employees
Be an early applicant
More information about location
4-5 days a week in office
201-500 employees
Company mission
To help brands and retailers succeed in the Commerce Everywhere era in the most effective way possible.
Role
Who you are
- We are interested in finding a candidate that feels comfortable being proactive when contacting customers
- We are looking for someone willing to adapt himself and enjoy himself into this kind of positive and “trustful” environment
- French Fluent/native level
- English Fluent/native level
- Spanish could be a plus
- Residence in Barcelona or willing to relocate
- Education level: Higher education
- Great logical and analytical skills
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and skills
- Ability to multitask, prioritize, and manage time effectively
- Resilience and result-oriented mindset in front of difficult situations
What the job involves
- Part of Lengow Customer Success Department, the CSM team is composed of 20 great multi-language and experienced professionals from 10 different countries
- Our objective is to enhance customer satisfaction and retention, by assisting them in adoption actions, contract management, long-term relationship management, and building together complex business strategies
- We are looking for a customer-centric CSM
- This person will act as a liaison, provide product information and resolve any problems that our clients might face with accuracy and efficiency (with the help of our strong technical team)
- The CSM is also in charge to build and execute account plans and portfolio expansion in clients identified as high potential
- We aim at generating a close connection with the customers in order to help them engage with our brand
- The aim is to ensure excellent service and maintain high customer satisfaction by:
- Be the client’s main point of contact during all the customer journey (since Kickoff meeting until renewal)
- Identifying and assessing customers’ needs to achieve satisfaction
- Building sustainable relationships of trust through open and interactive communication
- Providing accurate, valid and complete information by using the right tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions in CRM
- Follow communication procedures, guidelines and policies
- Take the extra mile in order to achieve customer engagement
- Build a strategy for your accounts to drive loyalty and avoid churn
- Negotiation and contract management on contract upgrade (upsell), downsell and renewal
- Identify and share expand / cross-sell opportunities
- Foster Net Retention within their portfolio by proactively identifying opportunities in order to expand the accounts
- After 1 month: After a complete training and structured shadow working program, the new CSM should be able to handle client meetings without buddy or manager
- After 3 month: With the new CSM should be able to manage its own portfolio strategy and start executing it
- After 6 months: The new CSM is fully autonomous and starts to achieve the team's targets (NRR, Upsell, Attrition, Meetings coverage…)
- Possibility to evolve:
- Transversal to other departments (onboarding, sales, training,...)
- Vertical (solution expert, team lead…)
Application process
- Phone call with our HR (Alexandre)
- Online Interview with our Team Lead (Kat)
- Physical Interview & Business Case with our Head of CSM (Mathieu) and Kat
- Offer letter
Our take
Lengow was built to solve difficulties faced by e-merchants who had to undertake the tedious process of setting up and selling products on a variety of different marketplaces and online channels. Fast forward to today, and this problem is still relevant. With the rise of the digital world and the significant increase of online sellers, e-merchants still have to work through this long process, meaning that Lengow's offerings are still sought after.
Through its centralised platform, Lengow aims to automate as many steps in the process of listing products across different selling sites. The company does this through allowing product imports through a product management system to allow them to be posted on multiple channels instantly. Lengow also offers additional services including stock management, order tracking, and marketing strategies to optimise distributor and brand performance.
Lengow has attempted to keep up with tech developments, such as the launch of a decision-making operator that would release data and algorithms to businesses for advanced data analysis and recommendations. Marlin Equity Partners' acquisition of a majority stake in Lengow will see it invest its vast resources to bolster the development of the company, particularly in international expansion, and Lengow's acquisition of Netrivals in 2022 will allow it to deliver more value to its customers with new price intelligence offerings and a wider European footprint.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2018
$2.9m
EARLY VC
Sep 2015
$11.3m
SERIES B
Total funding: $18m
Company benefits
- Flexible remote policy
- Team coffee & teas
- Internal events throughout the year
- Modern, welcoming offices full of personality!
- Collaborative work environment
- Yearly seminars
- Personal onboarding
- Access to Lengow Academy, an open e-learning platform
Company HQ
Ile Beaulieu, Nantes, France
Leadership
Sebastien Blanc
(CEO)Advisor at Resi, former CEO of Skimlinks, and previously Director of Global Supply at Quantcast.
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