Customer Success Manager (m/f/d), Paris

Linkfluence first started as a passion project between four students with an ambitious goal: to understand and “map” the social web. With backgrounds in engineering, artificial intelligence, and sociology, these founders soon realized the potential of this idea and launched a company in 2006 to fulfill this potential.

Today, Linkfluence is a leading social media intelligence company that turns social data into valuable insights for global brands. Our hybrid combination of AI and human expertise is what sets us apart from other social listening players in the industry.

We serve over 500 clients worldwide across all industries, from global brands like LVMH, Danone, Carrefour, AirFrance, Pernod Ricard, and agencies like Publicis and Havas.

Our team is young, diverse, and ambitious, and we are growing rapidly. We have 180 people of over 20 different nationalities spread across our offices in Paris, London, San Francisco, New York, Düsseldorf, Shanghai, and Singapore. We are a multicultural organization and are committed to a gender-balanced workforce.

If you’re passionate about staying on top of online trends, if your ambition is to help companies serve their customers, if you’re curious about what’s happening in the world and love to listen to others, and if you’re thrilled to be a part of shaping the future of social media intelligence, then we want to hear from you!

Job Description

We are looking for a talented and passionate person to contribute to Customer onboarding and Satisfaction!

Objectives:

• Translate client social media listening needs into clear, effective, actionable projects within our platform ¨Radarly¨
• Strive for top level satisfaction for all Radarly clients worldwide
• Optimise the data to provide cost efficiency social listening projects, putting in place intelligent, noise-free search architectures

Responsibilities:

• Implement, maintain and troubleshoot clients’ Radarly projects: advise clients on their project structure, tailor Boolean queries for optimal data collection, identify and solve data collections problems
• Design architecture to achieve customer requirements
• Design tailor-made trainings for customers and make them powerful Radarly users
• Proactively engage the clients with use cases adapted to their business to drive usage
• Serve as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across different departments as necessary
• Contribute to the department ongoing process and methodologies improvement to help improve and increase the customer value.
• Handle C-level external stakeholders

Preferred Experience

• Fluent in German and English. A third language is a plus.
• Passionate about the digital ecosystem, online media and the social web, big data
• Have a first significant experience in similar position in a software editor company, MarTech software or a Digital Marketing Agency is a plus.
• Strong organizational skills, ability to summarize and structure.
• Agility and problem solving mindset
• Able to multitask under pressure
• Experience in managing clients’ accounts, you know how to understand their needs.
• Enthusiastic with great interpersonal skills, proactive, dynamic, autonomous, and ambitious
• Advanced Excel skills
• Have a good command of Zendesk or equivalent.
• Knowledge of FullStory is a plus

What we offer

• Company with passionate and ambitious projects
• Complete training and onboarding process
• Encourage to take initiatives
• Modern flexoffice with a rooftop!
• Full of dynamic, multicultural, and kind people :)
• Flexible working hours and homeworking policy
• Great office address with tons of good restaurants and bars (when it is possible to fully enjoy)
• Lunch vouchers (Swile card)

We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.

Additional Information

• Contract Type: Full-Time
• Location: Paris, France (75011)
• Education Level: Master's Degree
• Experience: > 1 year