PropTech Customer Success Manager role based in Paris, France
Our client has grown dramatically over the last three decades to become the leading provider of high-performance software solutions for the real estate industry in the world.
JOB DESCRIPTION
Main Duties:
Being first contact for your clients who are LIVE with the products
Prioritization of queries received from your clients
Identification of the cause of queries received
Identification and subsequent management of a resolution plan for queries received
Resolve issues by yourself or in collaboration with colleagues around the world
Discussing custom solution requests with the client and programmers and owning these solutions from specification to sign off.
Owning or being involved in client trainings and implementation activities (remotely or on site)
Identification of non-support queries and subsequent escalation of these queries to the appropriate area (e.g. to Sales or to the Consulting Team)
Escalating any issues identified during day-to-day activities to Management
Staying the ‘linking pin’ between the client and all the colleagues working on outstanding issues and managing the workload to make sure there is enough progress on all issues
Advising clients of the status of their queries ad hoc, periodic calls or periodic on site meetings
Updating clients on news, new products etc
Maintaining an ‘Account Management Plan’ for each of your clients which describes future projects and/or opportunities
Pro-actively build a long term relationship with your clients
PERSON SPECIFICATION
Experience/Education
Ability to work in a fast-paced environment
Persuasive and able to deal with demanding clients
Customer focused with excellent communication skills
Excellent problem solving and analytical skills
Being able to communicate with clients and colleagues in French and English (verbal as well as in writing)
