Customer Success Associate Bilingual French

1 week ago

New York, New York, United States Sutherland Full time
Job Title: Customer Success Associate Bilingual French

At Sutherland, we are seeking a highly motivated and bilingual Customer Success Associate to join our team. As a Customer Success Associate, you will be responsible for managing a portfolio of customers, providing exceptional support, and driving customer satisfaction.

Key Responsibilities:

  • Manage a portfolio of customers with the assistance of technology to reach out and connect when usage or consumption drops.
  • Maintain, grow, and retain monthly recurring revenue for our most valued customers.
  • Develop strong customer relationships and serve as a trusted partner.
  • Initiate the relationship with the customer by creating a smooth and meaningful onboarding experience.
  • Facilitate the adoption of the solution, driving awareness, education, and utilization by serving as the chief evangelist within your customer set.
  • Ensure customer satisfaction by addressing technical demands and acting as a sales liaison, and including partners to better support premium customers.
  • Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth.
  • Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement.
  • Conduct client and internal meetings as required – Account Reviews and Account Planning (internal) and Quarterly Business Reviews.
  • Partner internal groups to complete services on behalf of your customer, including implementation issues, billing issues, requests for service, etc.

Qualifications:

  • Fully bilingual in French and English.
  • 3+ years of account management experience in a service adoption environment.
  • Strong communication skills – written and verbal – with an understanding of situational best practices.
  • Excellent knowledge in Excel, PowerPoint, and Word.
  • Proven track record of success with a demonstrated history of customer satisfaction goals.
  • Driven by personal, team, and company achievement with a commitment to excellence.

Additional Information:

EEOC and Veteran Documentation: During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition, or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran, and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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