Customer Success Operations

  • Full-time 
  • Paris
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Spendesk

Spendesk

Customer Success Operations

  • Full-time 
  • Start date:  January 15, 2019
  • Paris
  • Master's Degree
  • > 1 year

About

Spendesk is a fast-growing SaaS & FinTech company based in Paris’ Silicon centre. Their mission: kill the hassle of payment at work. They believe in empowering employees and that spending for your company should be as easy as checking your email inbox. To achieve this goal, they use the latest innovations in the banking industry to reinvent the purchasing experience for companies.

Started by eFounders, they launched in June 2016 with an international ambition and now have more than 600 client companies all over Europe. Top startups like Drivy, Konbini, Dataiku or Deezer rely on Spendesk everyday to run their businesses and they absolutely love the product. Early 2018, they raised €8 million from European Angels & VCs, just 12 months after a seed round of €2M, bringing the total amount raised to €10M.

Spendesk
Spendesk
Spendesk
Spendesk
Spendesk

What you will do

The Customer Success Operations Manager at Spendesk will be responsible to support, enable and drive the CS team to better serve, educate and upsell customers more efficiently! The ideal candidate will have a strong analytical background, a customer related experience (Account Management/Customer Success), running a CRM system and related tools stack, experience creating reports and dashboards and a strong business intuition to guide analysis.

Missions

CRM & Tools Management: 🛠

  • Responsible for overseeing and improving CS operations processes, to maximise CS effectiveness and productivity
  • Proactively monitor and maintain a high level of quality, accuracy, and process consistency in CS data
  • Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and high NPS

CS Performance : 📈

  • Provide to each teammate a way to track and analyse his activity and performance
  • Perform in-depth analysis for major CS initiatives and feature launch
  • Detect early signals of at-risk accounts, design playbooks for CSMs to address them, and provide path to escalation
  • Coordinate CS forecasting, planning and team target setting in conjunction with Head of CS

CS Enablement : 📕

  • Building out comprehensive onboarding for new joiners as well as a training programme for established CS team members
  • Working with the CS Enablement to develop and maintain up-to-date pitch decks and case studies

Skills we are looking for

  • Analytical profile
  • Attention to details
  • Outstanding communication & listening skills
  • Taking ownership and help CS efforts on his scope
  • Intelligence - quick learner, ability to quickly and proficiently understand and absorb new information
  • Get shit done attitude (have already launch a company/side project)
  • A previous experience in data management is a plus (Excel Expert, SQL is a plus)

Your personality

  • You are a LEARNER: quick learner, ability to quickly and proficiently understand and absorb new information
  • You are a DOER: “tomorrow” is not part of your vocabulary. You get shit done
  • You are an ARCHITECT: you thrive for building scalable process that are not blown down with the first “huff and puff”

Recruitment process

  1. Preliminary call with a member of the recruiting team
  2. Interview with the recruiting team
  3. Practical Test with CS and Data team
  4. Interview with Rod, our CEO

Discover the Spendesk team