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Lead Product Expert, Customer Success
2 settimane fa
Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences that respect the user’s time, privacy, and ability. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
Since the beginning, we’ve developed a reputation for helping leading companies better understand and build trust with their customers. In that time, we’ve been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe’s hottest startups. In May of 2021, we raised
**$500M i**n Series E funding, but we’re not stopping there.
To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world
**#WeAreCSquad**
**In a few words - Who you will work with**
- Reporting to Agathe (Manager, Customer Success France), you will lead a team of product experts who serve as a reference for customers around the optimal use and adoption of the Contentsquare platform, on South Europe market (Italy & Spain mainly). You will work closely with other internal teams (Customer Success, Sales, Customer Experience, Product) as well as collaborate daily with our 3 other Solution Expert Leads in France (Anaëlle, Laurène, Annie).
**About your team**
- The Solution Expert team is accountable for driving product adoption and building relationships with key end-users to deliver enablement programs tailored to their business initiatives, objectives and defined use cases. Solution Experts partner closely with Success Managers to help translate customer objectives into platform use cases. This team also serves as a bridge between Product and Customer Success teams to advocate on behalf of customer needs and help ensure that the roadmap is aligned with client requests and expectations.
**About your role**
- The Lead Solution Expert is responsible for training, hiring, developing and nurturing a team of high-performing Solutions Experts. In this role, you are responsible for the delivery & results of your team, including value delivery, prioritization, project management, and relationship-building. The role involves managing a team of talented and expert people. The team has been over performing for the past year and half. We are looking for someone to continue this momentum and bring additional value from their experience in digital analytics and CRO, and knowledge of main client KPIs.
**People Manager or Individual Contributor?**
- The Lead Solution Expert is a player coach role, where you will spend 40% of your time working with clients and 60% in a managerial capacity.
**What You’ll Do**:
- Support & find solutions to secure the existing client base.
- Provide guidance to Solution Experts on identifying and tackling opportunities for personal growth and career development.
- Collaborate with the global Solution Experts and Customer Success Leads to drive knowledge share and support the growth and development of the global team.
- Use data-driven methodologies to manage and allocate internal and external requests for Solution Expert support.
- Implement analytics and optimization best practices within the Solution Expert team to drive value and product adoption for our clients.
- Promoting cross-team knowledge share + centralization of product knowledge.
- Communicate on progress and achievements of the team.
- Grow the team by identifying and hiring the right skill sets to compliment existing expertise.
- Lead and support high-level internal projects to support the growth of a fast-growing company customer success.
- Collaborate with the Product team to challenge the existing roadmap and make sure it’s aligned with the existing client expectations.
**What You’ll Need to Succeed**:
- ** Fluent in English & Italian (native or completely fluent)**, with experience in an international environment (the majority of your clients in this role will be located in Italy or Spain, but you will may have a few other international clients + be part of an international company).
- ** 5+ years experience**, including at least **one confirmed experience in managing people and at least one experience in managing a portfolio of clients.**:
- ** Ideally, you have experience in an analytical role in eCommerce/Technology/Consulting**.
- You have strong communication skills as well as a customer-first attitude.
- You have natural leadership and listening skills and willingness to grow your team.
- You know how to build a career path and provide solid regular team support.
- You have a strategic and problem solver mindset. You have a stron
