Lead CSM

Job description

About

Mercateam has proven in the last 4 years its aptitude to bring a bright answer to new big challenges faced by the industry:

·  an aging workforce;
·  a high turnover;
·  increasingly sophisticated and technological machines and data proliferation;

which are changing the composition of the manufacturing labor force and how work gets done.
As a result, manufacturers face an urgent imperative to help less experienced workers build knowledge and capabilities, and take advantage of data through collaboration.

Mercateam has built its solution hand in hand with top manufacturers to bring employees into Industry 4.0 and bridge the gap between investments made in machines and in operational workforce and its development.
We have developed a SaaS solution based on the latest technologies for mapping skills on production sites and organize know-how.

This has led to a number of other key features managed by Mercateam, including:

·  smart planning of work assignments under constraints;
·  a training module adapted to the operational workforce;
·  a workforce strategic planning.

Mercateam had a strong commercial track record in the last 3 years and supports over 150 industrial sites, among which LVMH, Andros, Richemond, Dior, LISI, Collins Aerospace, etc… in 12 different countries, with his 360 industrial workforce-centric solution.

Mercateam’s ambition is to become the European leader in blue-collar management over the next three years.

Job Description

At Mercateam, our commercial growth has been exponential: every month, tens of top manufacturing sites adopt our SaaS solution to enhance their employees' efficiency. Our mission is to put humans back at the center of the Industry 4.0 revolution, valuing their know-how to help industrials grow faster and stronger.

The Customer Success team is crucial in helping our clients maximize the value of our solution, driving loyalty, and ensuring revenue retention and growth. As we continue to grow, we are seeking a Lead CSM to take on three key missions:

Entrepreneurial Leadership

· 
Management : Lead a team of 2 juniors and grow the team over the next 12-18 months to build a high-performing Customer Success unit. Refine the team's vision and implement innovative processes within an established structure.

· 
Process : Develop and standardize internal processes, including client health tracking, renewal follow-ups, ticketing, and client response procedures. Master and select the right tools (CRM like Hubspot, Salesforce, reporting tools like Metabase, Excel, Mixpanel) to support these processes.

Influence Mercateam's Revenue

Building Loyalty (Revenue Retention) , by maintaining churn below 5% : you will oversee a team responsible for making our solution indispensable to our partners' daily operations. You and your team will manage a portfolio of key partners and focus on retaining their hard-earned revenue by :

· 
Ensuring a deep understanding of partners' specific needs and advising them on the optimal use of Mercateam to address their challenges.

· 
Providing critical support in change management processes and training end-users on existing and new features.

· 
Offering proactive and reactive personalized support to enhance partner satisfaction.

· 
Transforming partners from simple users into key ambassadors of our solution.

· 
Collaborating with internal teams (deployment, product, tech, sales and marketing) to ensure partners' feedback is integrated into our roadmaps for continuous improvement and fixes.

Enlarging partnerships (Upsell & GIA) , by growing yearly revenue by 20% : With our robust solution and continuous feature enhancements from our product and tech teams, your role as Lead CSM is pivotal in identifying and proposing additional features that your partners can benefit from and purchase. This includes:

· 
Deeply understanding your clients' long-term objectives, obstacles, existing equipment, and gaps where Mercateam can add value.

· 
Defining comprehensive account strategies to maximize the implementation of Mercateam across multiple sites and increase the equipment rate of your partners.

· 
Having a thorough knowledge of your partners' key stakeholders, their influence, and power spheres to effectively navigate their organizations.

· 
Leading cross-functional upsell and GIA campaigns (with the Sales department) on specific segments to grow recurring revenue for your portfolio.

Key Account Management

As you are leading the CSM team, you will play a key role in being the CSM reference on how to manage accounts, owning your accounts and sharing your experience with more junior team members. As part of this Account Management role, you will handle on your portfolio :

· 
Customer Success Planning : Oversee and manage key accounts, ensuring their success and satisfaction. Develop and implement strategies to enhance customer engagement and drive value to secure renewals.

· 
Business Reviews : Conduct regular business reviews with key accounts to understand their needs and align our solutions accordingly.

· 
Revenue Growth : Identify upsell and cross-sell opportunities within key accounts to drive revenue growth.

Preferred Experience

Ideal Candidate

This position is perfect for a highly experienced Senior CSM, Account Manager or a young CS Lead looking to contribute to the growth of a team. The ideal candidate must have:

· 
Minimum 5 years' successful experience as a Customer Success Manager , or related client facing position, preferably in B2B SaaS

· 
Previous management experience

· 
Fluent in French is mandatory, excellent command of English and conversational level of either Spanish or German is a plus

· 
Analytical skills & rigor

· 
Interest in tech & industry

Why Join Mercateam?

· 
Direct Impact : Your work will directly influence customer satisfaction and retention, contributing to the company's growth.

· 
Development Opportunities : We invest in humans and developing our employees to help them reach their full potential.

· 
Collaborative Culture : Work in an open and collaborative environment where your voice matters.

· 
Attractive Benefits : Enjoy various perks and a stimulating work environment in the center of Le Marais in Paris.

Join us and contribute to the Industry 4.0 revolution by putting humans at the heart of our solution !

Recruitment Process

· 
First call with Claire, Head of HR

· 
Second meeting with Brice, Head of Customer Success

· 
Optional - Meet Lea, Head of Deployment

· 
Client use case at our office & Meet the CS Team

· 
Final meeting with Adrien, CEO

Additional Information

·  Contract Type: Full-Time
·  Start Date: 01 February 2024
·  Location: Paris
·  Experience: > 3 years
·  Possible partial remote