Client Success Manager (with French)

PURPOSE OF ROLE CLIENT SUCCESS MANAGER (with French)

KEY DUTIES & RESPONSIBILITIES

• Drive the adoption of Insight’s Cloud solutions within assigned accounts through continuously increasing value, leading to renewals and the potential for new business.
• Work closely with relevant parties to ensure a seamless client on-boarding process and ensure smooth initiation and introduction for the client from the onset.
• Identify specific business opportunities during client conference calls, and also identify potential up-selling and cross-selling opportunities.
• Proactively engage with clients on pre-defined touchpoint triggers and ensure Insight’s clients receive the most value from their Cloud investment.
• Seek to anticipate the clients' requirements and possible challenges and promote our services (enhancements, updates, new initiatives, and maintenance) through relationships nurtured within the accounts.
• Respond in a timely and helpful manner to client requests or account issues, leverage resources from across the company as needed.
• Educate clients on the business benefits of new product features and improvements through one-on-one engagements.
• Build and maintain collaborative cross-functional relationships with other teams across the business in order to maintain a world-class client experience across the client lifecycle.
• Ensure clients are driving adoption through the Cloud Management Platform and both direct and indirect sales are the most successful they possibly can be through successful on-boarding, tool-adoption, trainer education, and managed licenses.
• Develop detailed adoption plans by building KPIs, identify the client’s business challenges, and produce and offer appropriate solutions.

KEY RESULT INDICATORS & MEASURES OF SUCCESS

QUALIFICATIONS, SKILLS, KNOWLEDGE & EXPERIENCE

• Experience of selling Cloud and Productivity solutions
• High level of written and spoken English and French
• Fully conversant with Microsoft Office suite (Outlook, Excel, and Word)
• A track record in driving client success and aligning within complex client environments
• Ability to recognise both internal/external customers and the willingness to co-operate fully to help them achieve their objectives
• Technical aptitude and an interest in learning the functional capabilities of technical Cloud solutions and the ability to articulate these to clients.