Innovative telecommunication solutions
Senior Customer Success Manager€45k – €60k
ViiBE is the video assistance technology without download dedicated to after-sales services and technical maintenance centers. It promises the best remote diagnosis thanks to live video streams combined with AR and collaborative tools. Using ViiBE boosts high First Contact Resolution (FCR) rates, and helps save time and costs by avoiding unnecessary on-site travels. Based at Station F within the HEC and Zendesk incubators, ViiBE has been working with industrial leaders such as Total, Air France, Allianz Partners and Decathlon worldwide. The company raised 1.2M euros in seed funding and now plans to double the size of its team.
If you too want to take part in this great adventure and help us disrupt after-sales services, join us!
ViiBE is looking for a Senior Customer Success Manager to support its growth!
Integrated into a dynamic team of 11 people and within the sales department, you will be in charge of retaining and upselling our customers by facilitating user adoption and the onboarding of ViiBE’s solution.
Ready to take on the challenge?
Ensure training and ease of use for our customers’ users. In the form of online demos, webinars, updating the FAQs, etc.
Take charge of the onboarding process for new customers
Complete new strategic product guide
Expand customer success training program: ViiBE Academy
• Relationship management
Develop a comprehensive understanding of the customer’s business challenges and objectives to appropriately plan new features to address their needs
Collect all the use cases in order to create compelling content
Identify the sticking points while using ViiBE in order to emphasise the adoption and steadily optimise the customer’s journey
Find opportunities to upsell within existing accounts
Support the renewals process to minimise customer attrition
Organize training sessions and hold weekly meetings with users during their first month
• Data tracking
Follow up on the consumption (number of ViiBE communications, minutes per expert…)
Track training NPS
Establish a sustainable and first-class relationship with users
You would be a great fit for this role if you
- Have professional experience in Customer Relationship Management and a good understanding of customer service practices.
- Are passionate and knowledgeable about tech and at ease with Web services and SaaS business models. You are eager to learn more about Web applications.
- Have excellent relationship skills, you are rigorous, organised, autonomous, and results-oriented with a strong entrepreneurial spirit. You like to take initiative!
- Have excellent editorial skills, and are capable of writing emails quickly.
- Are bilingual in both French and English. Bonus if you are knowledgeable about the industries where ViiBE is present (Energy, Aerospace, Automotive, Construction, etc.), their actors and their practices
WHY YOU SHOULD JOIN ViiBE
Join a fast-growing startup in a stimulating environment
Interact with co-founders: the opportunity to shape the company’s strategic direction
Learn a lot about Web Technologies and entrepreneurship
You will have your own desk at Station F, be part of a startup within HEC and Zendesk’s incubators, and will benefit from perks and professional advisory services
To learn about a variety of industries and sectors
To learn about multinationals’ business processes and workflows
Fun team building opportunities!
45-60K€ depending on your experience and know-how
Bonuses are based on the number of new upsell opportunities identified within an existing account - uncapped bonuses -
1st interview: 30-minute introductory call
2nd interview: Product test, Q&A on handling ViiBE’s platform
3rd interview: Physical meeting at Station F / sales simulation
4th interview: Informal physical meeting
Contract Type: Full Time
Location: Paris, France (75013)
Education Level: Master's Degree
Experience: > 3 years