Customer Success Manager, French Speaking

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November 20

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Climb Channel Solutions NA

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API • Cybersecurity • SaaS

Climb Channel Solutions NA is an IT distribution company focused on providing leading and innovative technology solutions. They support technology resellers by offering expertise in areas such as virtualization, cloud, data management, and cybersecurity, thereby enhancing their partners' success. Climb is dedicated to transforming IT distribution with exceptional service and an extensive vendor marketplace to facilitate business growth for its partners across various sectors, including public and private markets.

51 - 200 employees

Founded 1982

🔌 API

🔒 Cybersecurity

☁️ SaaS

📋 Description

• Be the client advocate and product specialist for assigned customers. • Develop and implement scalable methods for communicating best practices to customers. • Identify at-risk accounts and take appropriate action and/or escalate as needed. • Conduct proactive outreach to anticipate customer needs, provide timely guidance, and strengthen engagement before issues arise. • Coordinate resources by identifying, updating, and organizing the necessary materials and support to ensure successful project execution. • Work with professional services, technical support, and regional sales teams to ensure smooth onboarding of new customers. • Regularly monitor customer health and communicate results with regional sales, support, and renewals teams. • Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders. • Work closely with customers on renewal during the Customer Journey for optimal retention. • Create direct relationships with sales teams to drive expansions. • Review client requests with technical support, product management, and regional sales teams and escalate as necessary. • Schedule and conduct regular reviews with customers and communicate results. • Develop, prepare, and nurture customers for advocacy. • Be responsible for ongoing customer communication regarding introductions, announcements (e.g., upcoming features & products), and events such as user conferences and webinars.

🎯 Requirements

• BA/BS preferred or equivalent experience • 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer • Knowledge of privilege access management and cybersecurity best practices • Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level • Ability to understand high level technical aspects of products, provide business and technical solutions to help customers optimize use of solutions • Competency with Salesforce and Customer Success Management platforms • Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment • Excellent verbal and written communication skills

🏖️ Benefits

• Healthcare insurance • Pension/retirement matching • Comprehensive life insurance • Employee assistance program • Time off plans • Paid company holidays • Culture of innovation and career progression