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Delphine - Customer Success Manager

23 Oct 2018 - Carole Winqwist

Delphine has been working at Bonitasoft for five years. Bonitasoft values meritocracy and a career path is possible within the organisation; if you have ideas and motivation you have the opportunity to develop your career.

Delphine, for example, started as an account manager for France and Switzerland and after 6 months she took the opportunity to create the Customer Success department within Bonitasoft.

What is the Customer Success department?

Customer success is more than a department; it is an attitude!  Bonitasoft is "customer centric" and that translates into what Customer Success does. 4 years ago Bonitasoft was not bringing the best value possible to its customers. We needed to focus on better understanding customers' needs. The link between the product and customers has since been established and reinforced by the creation of the Customer Success team.

What is the best profile to become a customer success representative?

A technical understanding is important to be able to understand customers' projects, their needs, and the product of course - but you also need to understand the value you can bring. Soft skills such as energy, motivation, anticipation, communication are critical to fulfill this advocate role.

How would you define working at Bonitasoft?

To me Bonitasoft is a lot of things. It's a good company to work for, and this is really very motivating. Then there are real business challenges, challenges on the product side and the client side too. But that's not all. At Bonita there is a real company spirit, that goes beyond the work (...) Bonita is "working together," "collaborating together," and it's also a lot of fun together.