Customer Success

Senior Account Mananger (French speaking) - London

London, United Kingdom   |   Full Time

We are looking for a Senior Account Manger to join our growing company. You will play a crucial role in optimising how our prestigious global client base, which includes The Times, The Guardian, Le Monde and Conde Nast, are on-boarded and utilise our products to ensure they are successful with their investment in Echobox. By ensuring high retention rates and outstanding customer satisfaction, you will contribute directly to our growth rate. By gaining a deeper understanding of the publishing industry and our customers, you will also contribute to the product development process by collaborating with our partners and suggesting new features and products.

About Echobox:

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.

Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work. 

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About our work:

To get a better insight into the kind of technical work we do, check out our open-source project on Github (https://ebx.sh/gh), our data showcases (https://showcase.echobox.com) and our YouTube content on Microservices (https://ebx.sh/microservices).


Key responsibilities:

  • Empower customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption rates

  • Work closely with our Sales teams and sales leaders to assist in winning business and ensuring that clients are successful with their investment in Echobox.

  • Manage a small team of junior Customer Success Executives which includes training and developing their skills to benefit the wider Customer Success function. 

  • Provide responsive, empathetic and outstanding support to our customers, including through product training and consultation to new and existing clients.

  • Communicate customers' needs to our Product team and help shape our product roadmap

  • Improve the ways in which customers can help and train themselves through our knowledge base and online resources.


Requirements

  • A degree from a top-tier university; and

  • 5+ years relevant job experience with a proven track record of excellence in your field

  • Fluent written and spoken English

  • Fluent written and spoken German

  • Track record of using data and reporting to guide decision making

  • The ability to translate complicated concepts to non-technical people , while maintaining the ability to speak to highly technical people

  • A natural problem solver who is able to dissect an issue and develop a plan to address this

Preferred:

  • Previous experience in a SaaS company

  • Familiarity with the publishing industry

  • Experience using Tableau

  • Experience using Zendesk


Benefits:

When back in the office our employees enjoy free breakfast every day, coffee, drinks and snacks all day, everyday. Every Wednesday, we order food for our weekly team lunches where everyone gets together for an hour of fun. We have monthly team events (dinner, bowling, karting, poker nights, board-games etc.) for our team to get to know each other outside of work. Professionally, we host in-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London. We ensure that all our employees also get pension contributions, the latest tech, generous annual leave and an amazing office with a balcony overlooking Notting Hill.

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