Client Success Manager F/M

About

Synthesio is a global organization with offices in London, Paris, Brussels, NYC and Singapore. As a market leading technology company, we provide real time AI -led consumer Intelligence to some of the largest organizations across the globe. We enable our clients to think in the most agile and proactive way possible, we allow our clients to become consumer obsessed. To be truly consumer obsessed, organisations must stop making assumptions and utilise the realms of unstructured consumer data at their fingertips such as social media and search data in order to become data driven in approach. Data collection is one thing, however making sense of unstructured data in a truly actionable way is a different task entirely and one of a larger magnitude.

At Synthesio we’ve developed market leading proprietary technology to provide our clients truly actionable insights, ones which represent all of the data available as well as turning such data into dynamic and unbiased answers. Organisations who work with Synthesio have a unique opportunity to see the future in the real time and act accordingly. As part of the Ipsos family we are also uniquely placed to leverage decades of leading market research expertise as we continue our exponential growth across the globe.

Job Description

The Client Success team is responsible for project managing the onboarding for each client and for maintaining relationships with Synthesio’s clients post “go live”. This includes implementing the technical requirements, orchestrating a flawless project launch, delivering training workshops, communicating the Synthesio value proposition, identifying new opportunities with the client's organization, supporting clients in reporting frameworks and ensuring client satisfaction in assigned accounts.

Additionally, Client Success Managers will assist the Sales and Pre-Sales teams by advising on best practices, content and product applicability to client use cases. the Client Success Managers who are the the trusted advisor on the best practice using Social Listening technology for Synthesio customers.

Key Responsibilities, including but not limited to:

Client Onboarding

  • Conduct discovery of client needs through presales and post-sales discussions.
  • Create the project plan, assign appropriate resources, and drive all actions needed to ensure a flawless project launch
  • Ensure that customers are properly trained on system operation through workshop style training. When needed, facilitate additional training for existing customers.
  • Provide first point of contact for issue identification, diagnosis and resolution. Serve as point of contact between Client and Support/R&D for all escalations.

Technical Configuration

  • Configure the client dashboard setup including query writing, report framework and data manipulation
  • Support the QA initiatives including data quality, bug tracking and issue replication
  • Participate in research and discovery activities, including key word research, general client discovery, vertical research, synonym and spam research and other type of special research projects Reporting and Insights
  • Monitor on-going performance against key metrics to make recommendations to clients on reporting
  • Generate insights from social data, spotting trends and opportunities. Produce reports measuring the performance
  • Proactively identify opportunities for further analysis

Relationship Management

  • Ensure smooth account transition from pre-sales to post-sales phases, including: coordination of kickoff meetings and monthly debriefs with clients.
  • Ensure that clients are receiving maximum value from Synthesio’s products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks.
  • Work with clients to define ongoing enhancements and adjustments to meet their business needs.
  • Share lessons learned with other members of Synthesio’s Account Management, R&D and Sales Teams.

Preferred Experience

Requirements

  • 2+ years within a SAAS organization.
  • Experience in building good relationships with internal and external stakeholders.
  • Extensive knowledge and experience of client services processes.
  • Demonstrable industry knowledge and experience is favorable
  • Strong program and project management skills.
  • Proven ability to work independently, without supervisory or administrative support.
  • Excellent written and verbal communications skills required.
  • Ability to communicate authoritatively about the technical product offerings.
  • Ability to handle multiple priorities simultaneously, keeping projects on track to meet deadlines
  • Ability to professionally handle difficult customers & challenging situations.
  • Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
  • Strong proficiency in query writing and Boolean search strings is advantageous.
  • Fluent written and oral English is essential, proficiency in multiple languages is a plus.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75013)
  • Education Level: Master's Degree
  • Experience: > 3 years
  • Occasional remote authorized