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Renewal Manager FR - M/F (Full time - Paris)

Permanent employee, Full-time · France

Your mission

The context

Since the creation of the Customer Success Team in 2019, we’ve established high standards to provide our clients an amazing Customer experience that was already the key point of our service with the most efficient Customer Support Team of the market. 

With the growth of the French market, we’re now looking for someone to take care of the renewal of our biggest portfolio : yearly subscriptions for the French speaking market.

 Location

The position is based in France. Can be remote but 1 to 2 days a week in Paris will be required to have face time with the other members of the French Customer Care team.

Languages

The Renewal Manager must be a native French speaker with impeccable mastering of the English language. Any other languages are a bonus.

Big goal

The Renewal manager will be dealing with the renewal requests and will be responsible for the Gross Churn of the French T2 portfolio ( yearly clients except Enterprise). 

Success will be measured by the decrease of churn over time and the health score of this portfolio. 

 Training

In order to thrive in customer success, the French Renewal Manager will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but training will be the priority in the beginning.

The day-to-day job

 Ensuring the growth of our French market will require alignment between the following functions:

  • Customer onboarding.

One of the key goals of customer success is to ensure our new customers realize as much value as possible from using our tool. To be more efficient on this task, the Renewal Manager will need to regularly update our training webinars depending on the product releases. It will also need a strong product knowledge as we provide live replies during those training sessions. 

  • Renewal calls

We value the loyalty of our yearly customers and that’s the reason why we want to assist them in their renewal process. 

Clients who want to discuss their subscription or need product updates will be booking calls in our agenda. We want to provide the best assistance so our clients have no doubts about the value of our service.

  • Follow-up on admin tasks

The Renewal Manager will work closely with our Sales Administration Assistant on the renewal process. The French market is very specific with various admin requests as we are a valued partner for French public organizations. It will be required to be organized and be familiar with manual payment process (wire transfer and Chorus Pro process)

  • Assisting customers in bad health.

We’ve put a system in place to score our customers’ health and identify those who are not using our product to a healthy level. We reach out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.

  • Customer discovery / interviews.

One of the priorities of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture it in a way that can help our product and marketing teams. We also propose each customer to participate in a longer form interview. . This part of the customer success job is crucial to build a better product (and business) in the future.

  • Gathering insights from churned customers.

We’ve built a system to track cancellation reasons. Despite being mostly automated in many instances, we still reach out to churned customers to better understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future.

  • Promoting new features/modules/add-ons to existing customers.

One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them. CS team members are responsible for upselling.

  • Developing automation strategy to be more efficient on daily tasks.

As one the biggest portfolio, it will require various low touch communications to be more efficient in the assisting process. The renewal manager will need to adapt a proper communication strategy with this portfolio to save time. 

Your profile
  • At least 1 or 2 years experience in customer success/support/sales at a self service B2B SaaS business

  • Strong ability to write and speak English, another language would be a plus

  • Familiar with tools such as, or similar to, Salesmachine and Intercom

  • Obsessed by customer service

  • Comfortable with calls and live demos, ready to answer any question or face any objection

  • Impeccable communication skills

  • Problem solver

  • Strong organizational skills

  • Goal- and results-driven

  • Experience in the social media industry a big plus

  • Strong team player but still a self-starter

  • Thrives in a multitasking environment and can adjust priorities on the fly

  • Able to work in a high energy, hyper-growth, startup environment

  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use

Why us?

Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).

We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves:

  • Remote friendly,

  • Great atmosphere, regular retreats,

  • Motivating remuneration, benefits, 

  • Respect for work/life balance, 

  • Great office spaces in the heart of Paris (Chatelet),

  • 25 paid vacation days, extra paid days & seniority days,

  • Career development,

  • Glassdoor rating 5 stars (check us on Glassdoor),

  • Participation to the health insurance (mutuelle & prévoyance), transport, lunch card, profit sharing (intéressement), and more to come ;)

  • Salary between 38K & 42K

About us
Agorapulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.
With more than 8000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.

WORKING AT AGORAPULSE: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.

Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
We are looking forward to hearing from you!
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