Customer Success Manager

Main mission

Elevate our customers' experience and loyalty as their trusted advisor, steering them towards success through proactive engagement, insightful workshops, and a commitment to addressing their needs. • Become the trusted advisor of customers, building loyalty and acting as the main point of contact for follow-up. • Plan and lead customer workshop sessions, leveraging usage analytics to enhance value and prepare for renewals and upsells. • Collaborate cross-functionally with team managers to deepen the understanding of our internal ecosystem and customer needs. • Identify and address customer pain points related to collaboration solutions, working with internal stakeholders for improvement. • Promote our value proposition to global sales teams, sharing success stories and aiding in customer opportunity identification. • Analyze customer usage data to develop proactive strategies for solution adoption and success. • Identify and nurture professional services opportunities during client projects. • Take part in account planning sessions with both internal and client key stakeholders. • Facilitate timely and accurate communications with clients while establishing key performance indicators for engagement. • Maintain customer account information within a CRM environment and support management initiatives by taking on additional responsibilities. About You You are a results-driven professional with a deep understanding of value drivers in SaaS UC business models and a solid grasp of ITSM concepts. Multilingual with fluency in English and French, you possess excellent organizational abilities, strong analytical skills, and a consultative mindset to effectively manage customer relationships and drive growth. Your professional skills: • You possess a profound knowledge of value drivers in SaaS UC business models, enabling you to align solutions with customer needs. • Your firm understanding of ITSM concepts allows for effective client engagement and problem resolution. • You demonstrate proficiency in using collaboration tools like Cisco Webex, Zoom, and Microsoft Teams to enhance customer interactions. • Your analytical skills assist in developing insights that guide strategy and improve customer journey management. • You bring experience in leading projects using agile methodologies to effectively meet diverse organizational goals. Your soft skills: • Your multi-lingual capabilities in English and French enhance client communications and relationship management. • Your organizational skills ensure that multiple programs are managed effectively, coordinating both internal and external resources. • You demonstrate strong empathy towards customers, coupled with a passion for driving revenue and growth. • Your ability to influence others is demonstrated through effective persuasion and negotiation skills. • You exhibit excellent communication abilities, contributing to impactful presentation and engagement with clients. At Orange, we promise to provide you with an empowering environment where your problem-solving attitude, curiosity, and tech ambition will thrive. As a Customer Success Manager, you will have a direct impact on our clients' success while leading with empathy and inspiring your teammates. Together, we will navigate challenges, explore new ideas, and cultivate growth for both our customers and your professional journey.

What the company offers

• Global Opportunities — Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment — Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development — training programs and upskilling/re-skilling opportunities.
• Career Growth — Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture — Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs — Employee Referral Program, Change Maker Awards.
• Only Your Skills Matter — 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.