Customer Success Consultant

The Customer Success Consultant's objectives are the satisfaction and loyalty of clients within their portfolio. Their main missions in the EMEA region are: managing the company's client portfolio and ensuring its development; supporting clients and acting as their primary point of contact; listening to clients to identify and meet their needs; handling client complaints; monitoring the customer loyalty strategy; tracking action plans and analyzing results and performance indicators; analyzing user experience and proposing areas for improvement; writing reports; and conducting regular, proactive follow-ups on deployed accounts to ensure client satisfaction and proper usage of the solution. They coordinate and unite work teams across the back-office (to ensure the quality of client data entered into solutions), commercial teams (to detect sales opportunities for upsell/cross-sell on subscriptions, consulting, or additional services), marketing teams (to identify key client satisfaction points and create customer success stories), product and R&D teams (to relay technical enhancement and improvement needs for our solutions), professional services (for the deployment of large enterprise client accounts), and riskedge (for the production of consulting and financial expertise missions). They also manage the flow of client requests.