A pioneering digital library platform is seeking a Customer Success Manager to join its dynamic team in Paris. This platform is the streaming library of choice across the African continent and is rapidly expanding in France and other African countries. Offering a diverse range of literary content, from novels and press to comics, professional development, audiobooks, and children's albums, the service is accessible on all digital screens, aiming to make reading available to everyone, everywhere.
The Customer Success Manager will be an integral part of the Marketing/Customer Experience team, focusing on two primary areas:
- Serve as the market and client reference, acting as the main point of contact for B2B clients, ensuring their satisfaction and successful adoption of the platform.
- Collaborate with sales teams to structure sales tools, assist in finalizing sales, and prepare for renewals.
- Conduct weekly monitoring of libraries and client access, proactively ensuring editorial animation and visibility.
- Produce summary reports to maintain an up-to-date client account history.
- Regularly track client usage, ensuring active service engagement and communicating usage statistics internally and to clients.
- Identify and anticipate B2B client needs, maintaining engagement throughout the subscription period and animating the reader community.
- Develop and implement an onboarding process in collaboration with the Marketing team, including visual kits, explanatory documents, and regular activities.
- Execute a loyalty strategy designed with the Marketing Director, automate mailing campaigns, and create tailored mailing sequences for different client types.
- Organize training webinars, writing and reading contests, and ensure the service evolves to meet client needs, highlighting new catalog additions and creating significant moments throughout the client lifecycle.
- Detail-oriented multitasker with a passion for customer satisfaction.
- Comfortable with numbers, possessing strong analytical and synthesis skills.
- Familiarity with CRM tools and proficient in communication techniques and tools.
- Marketing knowledge and experience in digital activation and engagement strategies are valued.
- Excellent interpersonal skills, stress management, and conflict resolution abilities.
- Interest in reading and knowledge of the book industry is a plus.
- Proficiency in English is mandatory, and Arabic is recommended.
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