What the job involves

• As part of the Customer Solutions team, your mission is to build customer loyalty and develop their use of the Yousign platform, by promoting adoption, usage and cross-sell opportunities
• As Technical Success Manager (TSM), you will play a key role in the technical support of strategic Mid-Market accounts, working closely with Account Managers (AM)
• You will act as the main technical contact (SPOC - Single Point of Contact) for customers after the sale, ensuring optimum adoption of the solution, while building a long-term relationship based on trust
• Serve as the primary Technical Single Point Of Contact (SPOC) for all assigned Enterprise and strategic accounts
• While requests will be triaged through support, the expectation is that the TSM is watching over the happenings in each of their accounts
• Gain expert knowledge of our products and the technical solutions offered to customers, ensuring you can address complex inquiries and provide insightful advice wherever required
• Develop a comprehensive understanding of the customer’s users, techstack, business practices and operating environments to tailor technical solutions effectively
• Partner with your account manager to be accountable for the growth, retention and customer satisfaction of the portfolio assigned to you, through your technical process
• Build and maintain strong relationships with clients, establishing yourself as a trusted technical partner committed to their success
• Conduct thorough reviews of implementation-to-success handover documentation to guarantee the longevity and efficacy of the solutions provided
• Conduct proactive reviews of their workflow setup and see how Yousign’s evolving product aligns with the customer’s strategic objectives
• Analyse clients' technical requirements meticulously, the reason and the business context around the requirements and prepare well-structured content for the Product team to facilitate feature requests and product enhancements
• Represent the technical “Voice of the Customer” within Yousign influencing internal teams and promoting business-value-led practices to meet and exceed customer expectations
• Participate in Quarterly Business Reviews (QBRs) with Account Managers (AMs) to discuss account health, progress, and strategies for customer growth and retention
• Work with our product and engineering to draft requirements around product metrics that can help with insights into product adoption and advisory
• Work with Product to ensure test or new functionality is duly introduced to your user base
• Understand the customer’s technical requirements, workflows and experience of the platform

The application process

• 1️⃣ A first interview with Laila, Talent Acquisition Manager – 30 minutes
• 2️⃣ An interview with Amelie, Customer Solutions Director and your future manager – 45 minutes
• 3️⃣ A case study that you'll discuss in a panel with the hiring managers – 60 minutes
• 4️⃣ A final touchpoint with the CEO – 30 minutes

Benefits

• Autonomy with a lot of support: develop your ideas, implement them and solve problems independently
• Opportunity to improve the sales-led motion in a SaaS company and an international environment
• Meal vouchers (Swile Card) for a healthy lunch every day :)
• Regular off-site and team-building exercises
• Hybrid working