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We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Your duties will include a broad range of tasks such as maintaining ongoing customer relationships, contributing to sales and relationship expansion, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

You will also understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. You’ll be involved in all aspects of support, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

What you will do

• Take ownership of customers issues and follow problems through to resolution (first line technical support and collaborate with IT team for second level support)
• Improve customer service experience, create engaged customers and facilitate organic growth
• Develop service procedures, policies and standards
• Analyze statistics and compile reports for management team
• Analyze customer health metrics and provide insights for improving the relationship according to segmentation
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Evaluate and improve tutorials and other communication infrastructure.

What you should know to get along fine

• 2+ years in a Customer Support, Customer Success, Relationship Management, Account Management, or similar role
• Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• A high level of accuracy and attention to detail is required
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Analytical skills, with the ability to translate data into insights. Experience with Excel preferred
• Proficiency in English
• BS degree in Business Administration or related field

What you should know to get along great

• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment
• Fast learner
• Have, or be willing to learn, basic technical skills in XML and to confidently discuss technical terms

We believe businesses of all sizes should use their ecosystems as a catalyst for growth. No company generates value in a vacuum, but through interactions with other companies, be they suppliers, customers, logistics partners etc. This is why, automating just your internal operations is never enough, what you need is a Business Ecosystem Automation platform. A system for automating processes end-to-end with all the business partners. It’s tough, but it’s also challenging.

Help us shape the future of how businesses work together and join us! We need you – a smart and self-driven demand generation specialist with SaaS/B2B experience for our Paris office.

What you are going to do

• Contribute in development, localization and implementation of all demand generation and communication strategies, based on the established objectives of the company, market characteristics and cost factors.

• Manage French and international automated marketing flows for different campaigns (on Hubspot and other similar platforms).

• Organize the participation of our team (materials, visual presence) to various B2B events, either owned or third party.

• Coordinate with teams, locally and internationally, to ensure the quality & consistency of inbound & outbound communication/ messages.

• Monitoring, tracking and evaluating all marketing activity and reporting ROI of channels and campaigns (mainly digital).

• Managing local & global agencies/ partners for the execution of the regional campaigns/ communications plan.

• Conduct market and competitor analysis, monitor market conditions and competitors’ data.

• Handle social media accounts in terms of content, audience, reporting etc

• Support the sales department with various sales and product collaterals development

• Track and report on the marketing budget

What you should know to get along fine

• Fluency in French & English

• Demand generation and lead qualification knowledge

• Experience with WordPress (or other similar CMS), Google analytics, and with top social channels

• Solid experience with Hubspot, as well as general e-mailing automation software (such as Mailchimp, SedinBlue or equivalent)

• Knowledgeable of SaaS business model in a B2B environment and experience working with SaaS businesses

• Project management skills – managing the collaboration, planning, training and measurement of the programs

• Familiarity with workflow management software such as the Atlassian Suite (Jira, Confluence) would also be a strong point

• 3 to 5 years experience preferably

What you should be/have to get along great

We hire for attitude first, skill second. We believe that any skill can be developed with the right mindset. This is why we place value on people that have:

• Grit to keep going when things are rough

• Honest to the point of admitting mistakes and learning from them

• Sociable, and able to work in an international environment

• Agility and adaptability and a genuine interest in business processes

• A natural born curious mind

We’re growing our commercial team fast and we are looking to expand our footprint in new verticals. For this purpose we are looking for an outstanding Business Developer skilled in acquiring new clients.

Ideally, the candidate should have 5-10 years solid sales experience in a service/solution for a SaaS, automation, ERP or BPM company. Reporting directly to the Commercial Director, this position has the main role of business development and implementing the sales strategy in order to achieve the short and long-term sales goals of the organization.

Key responsibilities

• Drive increased revenue and profit to achieve sales targets on the assigned verticals and territories, as well as insure long-term company growth.
• Act to acquire new customers and manage client relationships.
• Implementation of business strategy, plans and the penetration of new markets or verticals.
• Understanding the requirements of the customers to ensure their needs are being met.
• Provide market feedback to the company leadership regarding the market, prospect needs and generate product development ideas.
• Conducting market research and analysis to create solid commercial opportunities (expansion, business development etc.) on assigned territory or verticals.
• Build and maintain profitable partnerships with key stakeholders.
• Monitor performance of his/her commercial activities using key metrics and prepare reports for senior management.
• Generate and actively participate in business networking events, direct meetings; identify and build the sales opportunities.

What you need to do well

• Proven track record of increasing revenue through a mix of new business and customer development.
• A good understanding of how to leverage technology to stay ahead of competitors.
• Exemplary sales pipeline and project management.
• Excellent negotiation and communication skills.
• Solid knowledge of constructing and delivering commercial offers.
• BA from a School of Business or Engineering.
• Persistence, energy.
• Readiness to work in a fast-changing environment and a growing business.
• Thrives on problem solving.
• English knowledge C2 level, French – desirable
• Clean driving license.

Have you ever dreamt of being in the forefront of digital transformation? With DocProcess, you’ll be responsible for analyzing the processes and operational flows of multiple clients in order to optimize and automate the usage of our best-in-class solutions.

Once the pre-sales team identifies the client’s requirements, you’ll be responsible for developing and implementing the solution, in close connection to the post-sales team (or the operations team, as we like to call it). These solutions will have a significant impact on all associated processes and will be highly visible to both our clients and the management team. You will also automate manual operational processes by using a combination of software (RPA), custom programming, and existing systems’ integration.

What you are going to do

• You’ll become an expert in using the DocProcess solutions (from dematerialization, digitalization, and document management, to EDI and analytics)
• You will develop integration points by using various APIs from different software suppliers
• You will maintain the development of the aforementioned integrations
• You will implement the necessary solutions efficiently and in due time
• You will test solutions that satisfy the required operational needs
• You will document all development versions for future improvements and upgrades
• You will manage small-sized projects (less than 20 days of work per employee)
• You will perform operational process analysis for existing processes (both from a technical standpoint, but also from a workflow point of view).

What you should know to get along fine

• At minimum, you should have a bachelor’s degree at ASE, the Cybernetics department, The University of Bucharest, the Mathematics & Computers department, or at The Politehnica University of Bucharest with an Automatics or equivalent degree and at least three years of relevant experience for the job.
• SQL and database knowledge
• Basic programming and development notions (.NET, C#, scripting, XML, etc)
• A general understanding of networking
• The ability to rapidly learn complex software platforms and the ability of integrating them into software applications.

What you should be/know to get along great

• Have an extended technological culture (programming, software logic etc.)
• Creativity when solving technical issues
• Communication skills, be it by phone, e-mail or in person
• Team player, capable of channeling the team’s energy for a project’s tasks
• Active interest in new technologies and their applications