Customer Success Engineer

  • Station F
  • Full-Time
  • Start Date: 01 September 2021
  • Apply Now

About

Nalia has developed for recurring revenue BtoB a customer health monitoring and alerting system. It identifies which customers are going to leave or expand their subscription, providing signals about it and determining the best actions to perform.

CSMs are in charge of the client's portfolio after the closing of the deal. They are the main point of contact for the clients.

We are convinced that a good and smart data management system is key to better understand their clients and bring value to the customer.

Thus, Nalia offers to all recurring companies a powerfull data tool in order to help them prioritize their accounts, design in advance a retention and upsell strategy, and perform targerted actions.

Our milestones:

  • 50 clients
  • 100+ end users
  • 8 team members
  • Futur40 @StationF
  • €300k raised
  • a lot of fun

Why working at Nalia ?

  • Working in a tech startup environement
  • Very flexible remote policy
  • Competitve salary + equity plan
  • 50% mutuelle with Alan
  • 50% public transportation
  • Unlimitted Vacation
  • Daily Food Voucher with Swile

Job Description

You will be in charge of the customer technical onboarding : meet with all new customers to understand their solution, data, tools, process and business model.

  • Understand, Explore and Analyze Customer Data using Data Analytics Tools in python.
  • Discuss and define the Customer strategy to optimize retention.
  • Perform churn & upsell analysis to come up with an adapted models for every customer
  • Follow the customer to optimize product adoption
  • Implement a BI Solution to analyse our customers performance
  • Be the main point of contact during the whole Customer lifecycle

This role can lead to very important position such as head of Customer Success or Head of Operation.

Preferred Experience

You need to be a very organized person with good data analytics skills and a good relationship. You also need to understand quickly customers needs, meet with him and support him during the whole onboarding process (around 2 months).

This role is 50% technical 50% business :

Must have :

  • Perfect english writing and speaking skills
  • Python: Notebook, pandas, numpy
  • experience in python
  • experience in meeting with customers
  • experience in data consulting
  • Organized, multitasks and adapatble
  • Learn and execute fast

Nice to have :

  • experience in technical support
  • experience in SaaS BtoB tools : CRM, Support tickets, Product Analytics, Billing tools...
  • experience with BI tools such as Tableau, Looker or similar

Recruitment Process

  • First call

  • Interview with the Tech & Ops Team

  • Case study and python test

  • Reference check

  • Meet all the team

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 September 2021
  • Location: Paris, France (75013)
  • Education Level: Master's Degree
  • Experience: > 3 years
  • Possible partial remote