Customer Experience Manager - French Speaking
€50k - €69k • Hybrid
Posted 20h ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a Customer Experience Manager who will be responsible for the entire post-sale customer journey, from onboarding to retention and contract renewals. In this role, you will act as a trusted business advisor and commercial owner, building strategic relationships with stakeholders to demonstrate ROI and business value, ultimately maximizing renewals and minimizing churn. You will collaborate closely with the Sales team on forecasting and executive reviews, and importantly, embed AI-driven optimization into your daily workflows. This includes using advanced data analysis to identify selling opportunities and automating routine tasks to accelerate customer outcomes and enhance operational efficiency. We are looking for builders who are curious and proactive in identifying and solving problems using the latest AI tools.
Responsibilities
- Manage customer engagement throughout the entire lifecycle, from onboarding to renewal.
- Serve as a trusted advisor to customers, helping them adopt Cloudflare products and services to meet their needs and achieve success.
- Collaborate with account teams to plan and execute long-term Success Plans for large customers to facilitate retention and growth.
- Present relevant product features and functionality to customers based on their specific business needs.
- Own or actively participate in customer touchpoints such as Business Value Justification meetings, Business Reviews, and Renewal Meetings.
- Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions.
- Be responsible for the retention and growth of your book of business, owning and driving renewals.
- Maintain and report an accurate weekly forecast for your accounts.
- Negotiate and execute renewal contracts aligned with customer objectives.
- Design renewals using expertise in deal construction and pricing strategy to create win-win outcomes.
- Analyze data and leverage tools to identify selling opportunities and business value.
- Drive strong alignment with the Sales team, contributing to forecasting, planning, and targets.
- Develop and maintain long-term relationships with stakeholders in your account portfolio.
- Work cross-functionally with Product, Engineering, Support, and Marketing teams to resolve customer issues and achieve customer goals.
- Manage customer feedback and product needs by relaying feature requests to internal teams.
- Prioritize effectively to manage multiple deals simultaneously.
- Utilize Generative AI (LLMs) to draft renewal communications, synthesize review data, and prepare executive summaries.
- Leverage AI analytics tools to parse customer usage metrics and identify up-sell or cross-sell opportunities.
- Build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
Requirements
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside/Field Sales.
- Fluency in French.
- 2+ years of industry experience, preferably in cloud security and/or performance industries.
- Bachelor's degree.