Cette offre est lié au département Customer success
Founded in 2012, Botify is an enterprise software company that helps brands turn organic search into an efficient, measurable, and sustainable channel for both traffic and revenue growth(e)Powered by a unique unified data model, prescriptive insights, and automated processes, Botify delivers an end-to-end SEO management solution that enables customers to unlock the true growth potential of their website.
Botify is used by 500+ leading global companies across industries including e-commerce, travel, media & publishing, classifieds, and more, including Expedia, Macy's Farfetch, Marriott, L'Oréal, Crate & Barrel, Conde Nast, Groupon, Github, Carvana, FNAC Darty, and The New York Times(e)Botify also partners with leading technology and services companies such as Salesforce Commerce Cloud, WordPress VIP, Google Cloud, Microsoft Bing, Jellyfish, Chameleon Collective, Foresight Digital, Contentsquare, and iPullRank.
Botify is a fast-growing, VC-backed, SaaS company with $82M in funding and offices in New York, Seattle, Paris, London, Singapore, Tokyo and Sydney.
We are looking for a customer-obsessed, commercially-minded martech leader to join our growing Customer Experience (CX) team(e)As the Director of our CX function, you will manage our Customer Success, Customer Delivery, and Data Strategist services teams across the Southern EMEA region(e)Reporting to the VP of CX in EMEA, you will manage the day to day operations and performance (customer retention & growth) for our teams supporting marketing leaders at many of the world’s most exciting global brands as they work to increase the business value of Search Engine Optimisation (SEO).
You will keep your teams focused on building strong partnerships with customers to truly understand their needs and goals, then do everything in your power to make sure Botify teams are helping get them there(e)The ideal candidate is professional and an experienced manager but not afraid to get into the details when it comes to solving problems.
You’ll be accountable for the full book of business, and it will be up to you to own the success of the partnership between Botify and those customers(e)You will also manage and guide members of the Customer Experience team to ensure team performance goals for retention and growth are exceeded(e)We’ll be counting on you.
Your role
- Manage the Customer Experience team across the Southern EMEA region
- Collaborate with the functional leadership team across the global organisation
- Be responsible for hiring and growing the Customer Experience teamBe part of the EMEA leadership team
- Build strong relationships at an executive level with our key accounts
- Work closely with our Professional Services and Support teams to ensure customers are seeing maximum value from the partnershipJoin sensitive commercial conversations related to renewals and most upsell opportunities, including running discovery to understand the critical KPIs, evaluation criteria, and decision process
- Ensure customer organisations are mapped and develop strategic account plans for renewal and expansion opportunities
- Help develop the strengths and weaknesses of CX team members
- Clearly highlight each team member's individual goals and keep track of their progress
Requirements
- You are authentically passionate about helping our customers to grow their businesses and hit their targets
- You are used to ensuring your organisation’s average retention rate and client satisfaction are above average
- You have led and developed Customer Success and/or Professional Services teams of 10 or more people within a SaaS company
- You absolutely believe in Customer Experience and keep up to date with new trends, news and ways of creating the best experience for your customers
- You have previous experience leading a P&L, experienced in meeting renewal and upsell goals in a SaaS customer success or account management role, preferably at a marketing technology company (5+ years)
- You understand what it takes to work in a tech companyYou have experience managing clients and developing relationships
- You have strong client-facing experience and regularly meet client
- You are Dependable, honest and trustworthy in your communication both internally and externally
What We Offer
To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive(e)Here are some we’d like to highlight:
- Location: brand new offices in the center of Paris (12 rue d’Amsterdam, straight out of Gare Saint-Lazare)
- Flexible Remote Policy & Working Hours
- Attractive Remuneration Package with BSPCE (for Permanent full-time role - CDI)
- Fun office culture & regular outings such as Team Off-Sites, Annual Kick-Off, Quaterly Team Lunch, Thirsty Thursdays etc.
- Lunch vouchers, 50% of transportation reimbursement, fitness classes, generous CSE advantages etc.
- Compelling growth perspectives
- Start date: as soon as possible
In addition to the skills and experience we are looking for, our ideal candidate would embody our core values:
Learn Fast(e)Progress Faster.
Go the Extra Mile(e)It’s Never Crowded.
Work Hard(e)Stay Humble.
Be Bold(e)Be You.