Customer Experience Manager - French Speaking

At Cloudflare, we're on a mission to help build a better Internet. The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals.

Responsibilities

Customer Lifecycle & Success

• Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
• Be a Trusted Advisor to customers by helping them adopt Cloudflare products and services to meet their needs and make them successful.
• Work with account teams to plan and execute long-term Success Plans with largest customers to facilitate retention and growth via product and new business unit expansion.
• Maintain a deep understanding of solutions and present to customers about the most relevant features/functionality for their specific business needs.
• Own or be an active participant in several customer touch points including Business Value Justification meetings, Business Reviews, and Renewal Meetings.
• Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.

Commercial & Renewals

• You are ultimately responsible for the retention and growth of your book of business.
• Own and drive the renewal including maintaining and reporting an accurate weekly forecast.
• Negotiate and execute renewal contracts in accordance with customer objectives.
• Analyze data and leverage tools to identify selling opportunities and business value.
• Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.

Cross-Functional & Operational Management

• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards each customer's stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Prioritize effectively to handle multiple deals at the same time.

AI Competencies

• Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
• Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
• Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
• AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Qualifications

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
• Fluency in French.
• 2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
• Bachelor's degree and/or other professional qualifications.
• Direct experience in commercial sales, negotiation, and deal closure.
• Strong understanding of or willingness to learn about computer networking and 'how the internet works,' with network security a plus.
• Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals.
• Expertise in SaaS retention and sales process and excellent knowledge of value-driven sales.
• Excellent problem-solving skills with the ability to creatively achieve resolutions.

Compensation

• Estimated annual salary is between €53,000 - €73,000.