Head CSM to locate in Luxembourg

Head CSM to locate in Luxembourg

We are looking for a Head CSM to locate in Luxembourg to run the French Market team.

The Head of Customer Success will be leading a team of expert Customer Success Managers and manage a curated portfolio of strategic clients. He/she will define the market strategy and approach. This includes orchestrating a flawless project launch, communicating the value proposition, identifying new opportunities with the client’s organization, and ensuring the client’s success and satisfaction. Additionally, the Head of Customer Success will continuously expand the client’s use of services and its sophistication and hence contribute to the success of our client.

Job responsibilities:

  • Deliver on team targets and on individual targets, working towards KPIs
  • Support team members in the set-up and execution of their account plans on their key accounts
  • Identify and prioritize opportunities, upsell and expand the portfolio of accounts by proactively monitoring your client`evolving business models, reviewing client’s needs and offering adapted solutions, hold regular QBRs
  • Organise adequate training and set soft targets for team members
  • Ensure adequate distribution of client portfolios across team members
  • Provide support to Sales, Product and Partner department and Marketing as required
  • Contribute to CSM operating processes and methodologies
  • Develop business objectives and action plans in cooperation with your clients, then execute them
  • Liaise with own clients on the initial onboarding and use of the tool to successfully leverage social data in their overall business
  • Nurture the relationship with your clients in order to surpass their expectations and establish long-term relationships
  • Network and attend relevant conferences and trade shows

Your Profile:

  • You have at least 5 years of experience in the media monitoring industry, in a communication/PR agency, or a marketing/communications technology company
  • Proven success in leading and developing teams
  • You have gained experience in a business development, sales or customer success role
  • You have excellent written and verbal communication skills, presenting to large and small audiences
  • You have a university degree or an equivalent qualification
  • You are fluent in English and French
  • You have a ”can do” mentality
  • Willingness to travel
  • You know how to demonstrate the ability to coach and develop team members, identify their strengths and put them to good use

Please apply with your up to date CV.


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