Imprima is the leading data room provider, handling over $1 trillion-worth of transactions in over 160 countries. We have built up a highly impressive customer base of high-profile corporations, financial institutions and advisors. Our clients rely on us when the stakes are high because we have the most secure, reliable and easy to use data room in the industry. We know that when it comes to making a deal, time is of the essence and confidentiality is critical. That’s why our technology is unparalleled and our service and support teams constantly go the extra mile to help you get the most complex deals over the line. Our expertise is founded on our 100-year history in the production, typesetting and distribution of highly confidential financial documents. The security of business-critical information is in our DNA, and today we apply this to our market-leading data rooms, IMPRIMA VDR.
*** Petit résumé en français ^^ pour contextualiser : Dans un contexte Saas et B2B, nous recherchons un.e Account Manager / Customer Success Manager, pour gérer les comptes de façon proactive et accompagner nos clients en post-vente tout au long du projet (gestion, support, formation, etc.) L'annonce est rédigée initialement en anglais car notre siège est basé à Londres, notre communication interne est en anglais, ainsi que les discussions avec une partie de nos clients. Nous recherchons une personne pour notre bureau de Paris (donc francophone et anglophone à minima), qui peut être basée à Paris (préférentiellement) ou Londres, avec une forte dose de télétravail (donc une personne autonome aussi !). *** (1) Account Management • Proactively manage both clients and projects, by taking the brief for new projects with a professional and confident approach either direct from the client or from Sales, to managing email updates from clients. • Oversee all aspects of delivery from inception (either pre-sale or kick-off call) through to closure including full support and advice. • Have overall control for a project and keeping up to date with all events by actively engaging with the clients, sales, and support team as required. • Daily monitoring of active rooms under remit and flag to clients any (potential) issues related to failed, pending or non-published documents. (2) Marketing Support • Tombstones: Full responsibility for tombstone data input for all closed projects under CSM’s remit and push to marketing on monthly basis. • Testimonials: Ensure client testimonials are gleaned to fullest extent possible and passed to marketing monthly. • Case studies: (1) Identify customers under CSM remit that are prime candidates to undertake a case study with in consultation with sales & (2) undertake call / meeting to establish key facts based on Case Study template supplied by marketing. • Business referrals should be maximised to fullest extent possible and passed to sales. • Ensure that Customer Satisfaction Surveys are carried out for each project. (3) User Support • First Line troubleshooting on user technical issues (Browser, Plug-In, etc). • Escalates to Application Support technical issues that cannot be resolved by support. • Answers in-coming phone calls into support. • Monitors the email queues for support emails and carries out the requests and responds to the client appropriately and in a timely fashion. • Final round UI and usability testing for new product features & enhancements (4) Other • Occasional travel to client sites (domestically or overseas) / other Imprima offices • Any other responsibilities which are relevant to the team and the wider Imprima objectives
*** Une première expérience en Service client est fortement souhaitée, parce que nous estimons que l'approche client est une compétence qui ne s'apprend pas en quelques semaines contrairement aux procédures et à l'utilisation de la plateforme. Nous examinerons toutes les candidatures (y compris junior), peu importe le niveau d'études, du moment qu'un certain nombre de compétences sont remplies. Nous répondrons à tout le monde. Si nous postons notre annonce ici c'est pour recruter des profils diversifiés, donc ne vous auto-censurez pas !*** KEY COMPETANCIES: • Passion for service and delivering a great client experience • Positive, can-do attitude who is committed to ensuring the client will receive an excellent level of service • Outstanding communicator and highly motivated to succeed • Demonstrable commercial and financial acumen • Team player who can delegate, escalate and hand over work as necessary • Well organised with excellent presentation (customer facing) skills • Ability to build and foster good relations with other departments within the organisation EXPERIENCE: • Experience in Client / Customer Services (SaaS) • Strong ability to work with complex software systems, to deal with software limitations, and to find workarounds. • Solid understanding of security requirements and security risk mitigation • Ability to follow processes. • Experience in the day-to-day usage of technical platforms • An excellent working knowledge of Microsoft Office application software, in particular, Excel Please send your Resume and Cover Letter in English. We are looking for someone who can speak (and write) French (native / bilingual) and English (bilingual / fluent), additional language such as German, Polish is a plus. Virtual data rooms / AI background or at least very tech savvy is a plus. The role can be located in Paris (75002) or London (Moorgate), with remote work. Statut Cadre, Mutuelle et Transports 50%