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Customer Success Representative - Spanish speaking

Location: Grenoble or Paris

Description

Bonitasoft is looking for a motivated and skilled Customer Success Representative, who will take care of a customer portfolio including some of the company Spanish-speaking customers.


The Customer Success Representative is the key player to support the success and to grow loyalty of the customers in his/her portfolio. He/she understands the value of nurturing customer relationships, and he/she is ultimately responsible for engaging with customers in post-sales stages, for driving user adoption and satisfaction, and for ensuring a high level of customer retention.

 

Responsibilities

In this role, you will be responsible for building and maintaining strong relationships with an assigned portfolio of Bonita Subscription customers, and also with internal stakeholders to ensure a high level of client satisfaction and retention.
As such, you will point the customer to the right solution and help out to solve customers’ issues involving others Bonitasoft teams.

You will be in charge of spreading your knowledge about customer projects and product feedbacks to all Bonitasoft teams.
You will identify upgrade and upsell opportunities, and work closely with the sales and the consulting teams to ensure growth on your accounts.

As a Customer Success Representative at Bonitasoft, you will have the following responsibilities:

Customer Follow Up

  • Follow-up customers according to the company process
  • Make sure that customer requests are managed and answered in a proper way (questions, issues, product and company feedbacks, …)
  • Understand your customers’ business concerns, KPI, goals and success criteria
  • Monitor customer’s satisfaction
  • Make sure all the information regarding customers’ projects is available, up-to-date, and shared among relevant teams
  • Identify, monitor, and manage risks
  • Raise inquiries before risk escalation

Communication

  • Communicate new releases or features, or important technical information to customers depending on their business needs
  • Communicate internally all relevant information regarding customers’ needs and feedbacks, risks on projects
  • Communicate to our Marketing team relevant use cases or references

Monitoring

  • Monitor customers’ activity with Bonitasoft (activity with the product, overall satisfaction, renewal risks, upsell potential, success criteria)
  • Raise information about customers in regular internal meetings, and to your management to ensure the best internal visibility

 

Competencies

Required:

  • Strong verbal and written communication skills
  • Ability to build and cultivate good relationship with customers, and to keep spirit up in any situation
  • Strong ability to listen, understand, analyze and write solutions clearly and concisely
  • Sense of business impacts and strategy
  • Strong self-organization capabilities and autonomy
  • Team player (collaboration with multiple other teams at Bonitasoft)
  • Past customer care or customer facing experience (Service, Presales, Support, Consulting, …).
  • Ability to work in a multicultural and geographically diverse organization
  • Ability to work flexible hours from time to time (Bonitasoft has global customers, and distributed teams)
  • Master’s degree or equivalent in engineering, computer science, or business
  • Spanish: oral and written proficiency required
  • English or French: oral and written proficiency mandatory in one of the two languages

These would be a plus:

  • Technical knowledge: Basics in BPM and JAVA
  • Project management: knowledge in software implementation project management
  • Experience with the Bonita platform

 

If you want to accelerate you career growth and this position makes career sense to you, we’d love to hear from you!

send your CV via Welcome to the Jungle