Customer Success Manager, French Speaking

🕒 May 18

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Encompass Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Encompass enables fast, accurate identity validation and verification of corporate customers, and a gold standard approach to KYC. Our award-winning Corporate Digital Identity (CDI) platform incorporates real-time data and documents from authoritative global public data sources and private customer information, to create and maintain digital risk profiles.

📋 Description

• Create customer success account plans to maximise the active user base, support adoption, and drive advocacy • Supporting revenue growth through identifying new opportunities for MRR and Professional Services • Work closely with Customers to manage user training and user shadowing • Identify opportunities to improve the customer platform experience through data led investigation, configuration changes, enhancements and roadmap features • Help the customer deliver success through the platform and against their KPI’s, goals and outcomes • Be in the internal “voice of the customer” and advocate for support issue resolution and new product requests internally on behalf of the Customer • Own internal initiatives that move the team forward in successfully achieving our team KPIs (CSAT, Adoption, Retention, Value) • Be the communication funnel between the 2 organisations, including Customer and internal Support desk teams

🎯 Requirements

• Fluent French — native or near-native level, with strong business communication skills in both French and English • Proven experience working in Customer Success or Account/Relationship Management managing a portfolio of client, ideally within financial services/large banking. • Experience delivering engaging customer training both online and in-person • Experience working in a B2B SaaS environment, ideally in a global/distributed company • Outstanding communication and customer relationship skills • Ability to work autonomously • Knowledge of Onboarding, KYC/AML (Desirable)

🏖️ Benefits

• Participation in our industry leading share options scheme • Private Medical Plan • 20 days a year Work From Anywhere policy for all staff • Flexible-first working policy • Enhanced annual, personal and parental leave schemes. • Paid volunteering leave programme • Employer recognition and employee assistance programmes