Company:
UpSlide
Location: Paris
Closing Date: 26/11/2024
Salary: £60 - £80 Per Annum
Type: Temporary
Job Requirements / Description
Company Introduction
UpSlide is the number one productivity solution provider for financial services. Our software enables leading firms like Citi, KPMG, and BNP Paribas to automate repetitive work in Microsoft Office and focus on value-generating work instead. We’re scaling up our global business with 140+ employees across offices in New York, London, Paris (HQ), Singapore, and Berlin
Our values
Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:
Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
Trust: We are passionate, committed, and free to act with autonomy.
Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.
The team
The French Customer Success Team was created in April 2023 to help us achieve our business goals: Ensure our clients use our tool, are satisfied, and renew their contracts.
Team members: Valentine, Chloé, Juliette, Elise & you :-)
Hala, your future manager and Country Manager France, who will mentor you to help you achieve your goals.
You will also be part of a global community of 15 CSMs!
Our team rituals: Best practice sharing meetings (local and worldwide), celebration of our success stories, one-to-one meetings with your manager, team lunches, and team seminars.
PS: Rumor has it Valentine makes the best chocolate cake
Team goals
Here is what the sales funnel looks like at UpSlide:
Business Development Associates: Client prospection
Account Executives / Account Managers: Contract signing & renewal signing
Consultants: Help clients implement the tool
Customer Success Managers: Focus on adoption, client satisfaction, account expansion, and long-term relationship nurturing
Your responsibilities ?
Please note that this role has no sales quota.
Delivery(60%)
Manage a portfolio of internal and client projects
Oversee escalations for assigned accounts
Monitor the evolution of the assigned portfolio
Foresee risks in projects/initiatives and be prepared to mitigate these risks
Track margins, active ARR, deliverables, invoicing milestones, and change requests
Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
Lead business reviews and introduce your client to new features relevant to their use case
Organize webinars to train your clients on specific features
Assist in creating training courses and educational materials for our clients
Promote an energetic fan base for our product amongst our biggest clients and locate brand ambassadors to share UpSlide’s benefits and value
Collaborate with Account Managers to identify opportunities for growth
Data analysis(25%)
Analyze your clients’ usage statistics to boost it
Collect and process customer feedback
Optimize existing processes within the company and actively enhance customer success initiatives
Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
Organize events to promote UpSlide
Collaboration(15%)
Work closely with the Sales teams to identify opportunities
Lead workshops with our Product team to represent your clients’ voice
Spread CSM knowledge amongst your peers
To work on these tasks you will mainly use the following tools: Microsoft Office, Salesforce, Planhat, PowerBI, Notion
Your goals
What you will be assessed on :
License renewals by your clients
Client satisfaction score
Client usage statistics
Net ARR evolution
We strongly believe in helping our employees grow within the company and have built a clear career path.
You are a great fit if you have:
One or two + years of experience in customer success/customer service or a related field
A client-centric mindset
Excellent written and verbal communication skills in French (90% of the job is in French)
Good written and verbal communication skills in English (minimum C1)
Strong problem-solving skills
Ability to work independently and as part of a team
Interest in leveraging data, analytics, and automation to drive ROI
Exceptional ability to communicate and foster positive business relationships
An eye for detail
We’d love it if:
You have previous client-side experience in financial services
You can switch contexts quickly and easily and are skilled in managing multiple priorities at the same time
You are proficient inMicrosoft Office
If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.
Recruitment process
Phone interview with Misbah, Talent Acquisition Specialist (30’)Video interview with presentation task with a Customer Success Manager (45’)In-person case study review with Hala, and a CSM team member (1h15’)Video interview with Aurore, CRO (30’)Reference check to help us onboard you
What we offer
Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!
International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries
Hybrid work: 2-3 days/week hybrid work policy
Work-from-home budget: €500 WFH equipment budget
Training & professional development: High-quality programs and continuous training, supplemented by an annual stipend for external learning resources
? Wellness package: 50€ per month for physical and mental wellness activities
Parental leave: Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven
Beautiful office: Office near l'Opéra (1er arrondissement) – a vibrant space with beautiful common areas and meeting rooms, a nap room, bike storage and showers, tea/coffee, etc.
? Holidays: 25 vacation days and 9 RTT (with one taken for Solidarity Day)
Company events: Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)
Compensation: Competitive package
General: Tickets restaurants (Swile), healthcare (mutuelle - Alan), transportations (50% reimbursed)
More about UpSlide
On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
More info here: upslide.net/en/positive-impact
UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category “best company for remote work”
More info here: upslide.net/en/happy-at-work-2019
As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide
#J-18808-Ljbffr
Share this job
UpSlide