As part of our growth strategy, Epresspack is looking for a Customer Success Manager (CSM), based in Paris or Milan, who is fluent in Italian/English.
Epresspack is a company that offers innovative solutions for digitizing press and public relations for International companies and brands.
Our ambition is to offer the best in technology and design to enhance the reputation of brands and companies. The content management platforms designed by Epresspack are tools that bring together all communication features in one place: creating, distributing, certifying, and archiving content in the most innovative formats to help brands and companies think of themselves as media outlets. Some 300 major international brands and companies (40% CAC 40) have entrusted Epresspack with hosting and managing their content for their public relations and influencer marketing.
Job objective
The main objective of a CSM is to implement stable, user-friendly, and attractive multimedia communication solutions that promote both the epresspack brand and the customers served by epresspack. They must ensure that the major phases of the project run smoothly by ensuring the proper integration of its various components (communication policy, brand identity, technological innovations, content, delivery deadlines). They coordinate the various parties involved by serving as a point of reference for all work related to the projects for which they are responsible. They are also the ambassador for the epresspack brand and ensure that they maintain good relations with their client portfolio.
This work will involve research, during the development of successive versions of epresspack tools, and/or service, during the deployment or adaptation of these solutions for clients. He or she will ensure the development of epresspack's client portfolio in accordance with the strategy implemented by the Company. He or she will initiate, support, and assist in the marketing and distribution of the company's products and services within the commercial scope entrusted to him or her, which may change during the year.
Main duties
The CSM's role is to act as the main point of contact for the project under their responsibility, both internally (management, sales, service, and R&D teams) and externally (customers, suppliers).
In particular for product development (R&D):
* They ensure the development of high-quality solutions, using his technical skills (HTML, CSS, PHP) and intelligence to create high-quality products.
* In particular, they ensure that products are compatible with the company's technological strategy (extensive compatibility with web browsers and email clients, highly customizable graphic charts, email deliverability, etc.).
* They participate in the integration of new employees by ensuring their training and knowledge sharing. They acts as a reference in this area, setting an example for his peers.
* • They handle relations with suppliers when requested by management for matters related to their projects, with the aim of bringing them to fruition under the best conditions and once again ensuring the image of epresspack is conveyed.
In particular for customer services (Service):
* They are responsible for creating mock-ups (demonstration elements) and provides pre-sales support to the sales teams.
* They ensure the delivery of solutions and communication elements in accordance with customer requests, in a spirit of service.
* They ensure that they respond promptly and courteously to any comments and requests that customers may send to Epresspack, with the aim of providing customers with a successful communication experience. This involves paying particular attention to compliance with customer graphic guidelines and taking care when creating epresspack solutions (placement of photos, font size, colors, email format, etc.).
* They monitor successful means of communication, using this knowledge to increase the team's expertise and advise epresspack customers whenever possible.
* They ensure the well-being of their customer portfolio by responding to requests in a responsive and appropriate manner.
Other functions, across the company:
* They participates in the development of the company's offering.
* Their knowledge of the environment in which they operate enables them to make proposals to improve existing products and participate in the development of new products.
* Their actions enable the development of the gross margin generated by each product as well as the constant scalability of the products.
* They act as an ambassador for the epresspack brand through his appearance, behavior, and interpersonal skills.
* They monitor commercial and technological developments that may have an impact on products.
THE PROFILE WE ARE LOOKING FOR:
You are a graduate of a business school, multimedia school, or communications school.
You have experience in project management and customer management.
You are perfectly bilingual in Italian and English. Additional languages are a plus (French)
You are meticulous.
You have a flair for digital technology.
You enjoy working in a team and sharing your ideas.
You are versatile and can work on several projects at once.
JOINING EPRESSPACK MEANS:
* Being sure to join a young, friendly, motivated, and close-knit team.
* Being part of a multicultural team
* Working with international clients in the luxury, real estate, jewelry, and other industries.
* Being in the heart of Paris.