SENIOR CUSTOMER SUCCESS MANAGER
for MONETIZE solutions

Location
Paris, La Défense

Position Overview:

As part of the Customer Success Team, you are focused on the management of a portfolio of customer accounts ensuring customer loyalty and business growth over time by:

• Establishing and nurturing strong and value add business relationships
• Accompanying customers in the use of and maximizing the use of running of our solution and services
• Managing customers’ requests and satisfaction
• Identifying upsell and cross sell opportunities
• Orchestrating and sharing best practices with the Customer Success Team for Monetize

Reports to
Director, Customer Success Management

Key responsibilities:
Operations

• Monitor and analyze customers’ business trends including: revenues, traffic, conversion rates and retention rates as well as customer satisfaction
• Insure execution of marketing operations, when relevant, through eCRM programs and site promotions
• Supervise monthly invoice claims and invoices issuance in coordination with accounting
• Manage content/catalog (prices, promotions, new product releases)
• Manage alert escalations

Customer Relationship

• Provide regular and adequate formalized reporting to customers, sales and management on his/her own scope and alerts when necessary
• Understand the business processes enabled by Nexway solutions supported as well as customer business requirements vs. internal capabilities
• Answer customer questions and requirements, following and orchestrating resolutions of requests with internal Nexway teams
• Share customer feedback with internal teams as appropriate to improve Nexway solutions
• Run regular meeting with your customers, including Quarterly Business Review for major accounts

Business Growth

• Identify, propose and manage online projects to accelerate customer’s business growth (such as prices, packages, cross sell opportunities and marketing) as well as geo or channels expansion opportunities in coordination with Sales team
• Push roadmap information and best practices to customers

Required experience/skills:

• Proven track record in B2B customer management, ideally in a CSM and / or Account Manager role
• Excellent command of English (additional languages appreciated)
• Strong analytical and solution finding (analysis under pressure) skills
• Excellent verbal and written communications skills (internal and customer oriented) including distributed communication (emails, calls, video conferences, etc.…)
• Experience in a multicultural and/or international environment
• Autonomous in digital commerce and marketing
• Experience  in digital payment and subscription economy
• Software market knowledge
• Familiar with project management
• Familiar with Internet Technologies such as HTTP, SSL, HTML, CSS appreciated.

Nexway is a leading provider of solutions to monetize digital businesses and connect companies to the worldwide digital market. Founded in 2002, Nexway has enjoyed rapid growth, thanks to strong and diversified partnerships. Based in Paris – La Défense, France, the company has subsidiaries in the USA, Brazil, Germany, Italy, Spain, Morocco, Poland, and Japan. Leading companies who rely on Nexway include retailers FNAC-Darty™, Yahoo! Japan™, Softwareload™, Amazon™, Medion™; and publishers Kaspersky Lab™, Adobe™, 2K Games™, Big Fish™, ESET™, Avast Software™ and many others around the world. Follow us on Twitter @nexway and Linkedin.