Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Become the Trusted Advisor of customers, build customer loyalty after-sales and be the reference point of contact with the client for follow-up

Contribution to additional sales on the installed customer base via commercial proposals on the extension of licenses, support, maintenance, new modules, major evolution, cloud transition, contract renewal; all this in cooperation with the sales teams.

Plan and pilot customer workshop sessions, leveraging the usage analytics and sales / consulting knowledge to create value, loyalty, prepare renewal and upsell.

Work transversally with different team managers to better understand our internal ecosystem

Identify customer pains and issues regarding collaboration solution and work with internal stakeholders and partners towards improvement.

Promote value proposition to the global Orange Business sales teams to fuel the project pipeline: share success stories, support Marketing Sales specialists to identify customer opportunities…

With the help of a Customer Success Manager team, produce proactive and relevant analysis to accelerate the adoption of new solutions.

Be accountable to drive high active usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan.

On-going identification, creation and development of professional services opportunities within client projects

Establishing and maintaining long term customer relationships providing best practice advice to improve their operations and initiatives

Ensuring the successful and optimum utilization of the Software solutions (e.g Webex Suite, Microsoft teams, etc..)

Support annuity revenues by working closely with the account managers during the renewal cycle

Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement

Work in CRM environment/internal tools updating customer and account information

Ability to work on own initiative and support management by demonstrating a willingness to undertake additional projects and responsibilities from time to time.

Multi-lingual, fluent in English and French. Other language(s) (preferably either Spanish or German) would be an asset

Deep understanding of value drivers in SaaS UC business models

Good knowledge of ITSM concepts and solutions

Ability to manage multiple programs and coordinate both internal and external resources (including partners)

Strong empathy for customers AND passion for revenue and growth

Good organization skills: structured and goal-oriented

Good knowledge in collaboration tools (e.g Cisco Webex, Zoom and Microsoft Teams…), usage experience-oriented (from simple user as well as IT manager or buyer)

Ability to manage influence through persuasion, negotiation, and consensus-building

Background of post-sale and sales experience preferred

Strong analytical acumen including a process-oriented mindset

Consultative and problem-solving skills

Excellent communication and presentation skills is highly desirable

Your ability to grow and work autonomously are also required for this position.

Certification in ITIL or Project Management is highly desirable

Lead project in Agility mode and deal with various counterparts (technical, sales, process, customer, management, …)

If you feel like you have the skills and experience to be a Customer Success managers, do not hesitate to apply.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.