Regional Customer Success Manager, EMEA
Maternity Cover - November start, 9 Months with possible extension to 12
Founded in 2010, JOOR now services more than 14,000 brands and over 600,000 buyers across 150 countries, processing an incredible $1.7B in wholesale transaction volume each month. Backed by Macquarie Group, Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series D start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.
With a CEO recently named a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, JOOR is attracting top talent to drive market dominance. With our team of 150+ experts, we maintain an established global presence with employees in key markets in North America, Europe and APAC.
What You’ll Do:
Be a leader within the Customer Success team, developing global processes and strategies to be implemented on a regional level.
This is a player/coach role where you will manage your own book of brand accounts while managing and mentoring the EMEA team of Customer Success Managers in London, Paris and Milan. You will be responsible and accountable for the EMEA region’s customer experience and NPS score improvement.
Create strategy for and motivate the team to deliver expected KPIs, ensuring high unit and revenue retention and upsell rate for the region, whilst at the same time exceeding their personal goals for retention.
Onboard, train and develop trusted advisor relationships with strategic and high-value accounts to continually drive incremental value and return on the customer's investment.
Handle client escalations for the region and confidently resolve higher-level issues relating to adoption/usage, product, pricing, accounts receivable, integrations and more.
Strategically expand our revenue in accounts through cross-sell and upsell opportunities, and support the team in their efforts.
Train and manage individual team member’s performance, ensuring Customer Success team members consistently master and execute CS process and strategy, leveraging all necessary tools/technology (JOOR platform, ChurnZero, Salesforce, Jira, etc.).
Contribute topics and presentations to weekly global team meetings
Create strong partnerships with Sales and Marketing counterparts to ensure a seamless client experience from prospect to ongoing client.
Be an advocate for regional client needs by communicating to senior leadership and working cross-functionally with our Product, QA and Data teams to help move projects forward.
What We’re Looking For:
French Speaking (Business-level proficiency)
Bachelor’s degree
7+ required years of experience managing accounts or owning a book of business
5+ years of relevant work experience in SaaS, B2B, and/or tech preferred
5+ years of experience managing and coaching a team across multiple regions
Strong negotiation, sales and escalation skills
Experience collaborating with cross-functional teams
What We Offer:
Private Medical Insurance & Dental Cash Back Plan
4% Employer Pension Contribution
Employer Assistance Programme
Monthly work-from-home allowance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
JOOR Belfast, Northern Ireland Office
Belfast, United Kingdom
