{"id":36238,"date":"2026-09-29T17:20:32","date_gmt":"2026-09-29T15:20:32","guid":{"rendered":"https:\/\/www.data4group.com\/?post_type=job_listing&#038;p=36238"},"modified":"2026-09-29T17:20:33","modified_gmt":"2026-09-29T15:20:33","slug":"senior-customer-success-manager-for-strategic-accounts-france","status":"publish","type":"job_listing","link":"https:\/\/www.data4group.com\/it\/carrieres\/senior-customer-success-manager-for-strategic-accounts-france\/","title":{"rendered":"Senior Customer Success Manager for Strategic Accounts (France)"},"content":{"rendered":"<h2>ABOUT THE ROLE<\/h2>\n<p>Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers.<\/p>\n<p>The Customer Success Manager (CSM) \u00a0is the primary point of contact for the client for all types of requests. They represent Data4 during the Operations\/Run phase, which begins after contract signing and the delivery of the deployed customer scope.<\/p>\n<p>As a member of the Sales Division, the CSM is responsible for the overall quality of service, especially service continuity.<\/p>\n<p>Role location: Marcoussis (91) &#8211; 4 days on site, 1 day at home.<\/p>\n<h2><\/h2>\n<h2>RESPONSIBILITIES<\/h2>\n<p><strong>Client Onboarding &amp; Relationship Management<\/strong><\/p>\n<ul>\n<li>Lead client onboarding: kickoff meetings, portal access, training on key procedures.<\/li>\n<li>Ensure execution of DATA4\u2019s contractual commitments.<\/li>\n<li>Share deliverables: KPIs, reports, documents.<\/li>\n<li>Prepare and lead customer meetings: steering committees, follow-ups, audits.<\/li>\n<li>Draft and distribute meeting minutes (internal and external).<\/li>\n<li>Manage customer communications (maintenance, events, incident management, improvement areas, technical work).<\/li>\n<li>Support clients during audits.<\/li>\n<li>Handle all customer requests, informing management and impacted teams.<\/li>\n<li>Participate in internal meetings related to managed accounts.<\/li>\n<li>Act as part of the client-defined escalation chain.<\/li>\n<li>Monitor and improve customer satisfaction.<\/li>\n<li>Provide on-call support as Head of Customer Success.<\/li>\n<li>Act as interface between customer requests and internal departments.<\/li>\n<li>Maintain documentation.<\/li>\n<li>Manage client tickets using DATA4\u2019s tools related to CSM activity.<\/li>\n<\/ul>\n<p><strong>Customer Satisfaction &amp; Retention<\/strong><\/p>\n<ul>\n<li>Manage customer satisfaction (surveys, churn analysis, recommendations, DATA4 events).<\/li>\n<li>Identify pain points or areas for improvement and coordinate internal corrective actions (support, technical, network teams).<\/li>\n<li>Account Development<\/li>\n<li>Identify cross-sell\/up-sell opportunities (e.g., hands &amp; eyes, contract upgrades, DR services, cloud services).<\/li>\n<li>Collaborate with Sales and Pre-Sales to design customer-focused solutions.<\/li>\n<li>Ensure strategic alignment and understanding of client needs via steering committees in partnership with the Sales team.<\/li>\n<li>Internal Coordination<\/li>\n<li>Be the voice of the customer internally: contribute to continuous improvement in services, processes, and communication.<\/li>\n<li>Represent customer needs in internal committees (service, security, technical evolution).<\/li>\n<\/ul>\n<p><strong>Process Owner Responsibilities<\/strong><\/p>\n<p>PLAN<\/p>\n<ul>\n<li>Define and document their process.<\/li>\n<li>Assess risks and opportunities.<\/li>\n<li>Define action plans to achieve set objectives.<\/li>\n<\/ul>\n<p>DO<\/p>\n<ul>\n<li>Manage communication with stakeholders involved in the process.<\/li>\n<li>Train and inform stakeholders on applicable rules and procedures.<\/li>\n<li>Enforce compliance with procedures and standards.<\/li>\n<li>Regularly coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics, particularly during changes related to:<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Organization<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Equipment<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Services<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Contracts<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Buildings<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Stakeholders (clients, subcontractors, suppliers)<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Regulations<\/li>\n<li>o\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Procedures<\/li>\n<li>Stay informed of market, technical, regulatory, and standards evolutions.<\/li>\n<li>Communicate changes to other process owners.<\/li>\n<\/ul>\n<p>CHECK<\/p>\n<ul>\n<li>Ensure proper documentation management (1 documentation review per year).<\/li>\n<li>Conduct an annual process review.<\/li>\n<li>Report non-conformities.<\/li>\n<li>Monitor and report on process performance (KPIs and action follow-up).<\/li>\n<li>Participate in internal and certification audits.<\/li>\n<\/ul>\n<p>ACT<\/p>\n<ul>\n<li>Ensure implementation of corrective actions.<\/li>\n<li>Propose improvements: workflows, KPIs, documentation.<\/li>\n<li>Participate in management reviews if necessary.<\/li>\n<li>Propose new action plans and objectives.<\/li>\n<\/ul>\n<h2><\/h2>\n<h2>REQUIREMENTS<\/h2>\n<p><strong>Education and experience<\/strong><\/p>\n<ul>\n<li>Proven experience in customer relationship management within data centers.<\/li>\n<li>Managing Key Accounts<\/li>\n<\/ul>\n<p><strong>Technical skills<\/strong><\/p>\n<ul>\n<li>Strong listening and needs analysis skills.<\/li>\n<li>Ability to coordinate and manage projects and external service providers.<\/li>\n<li>Project management capabilities.<\/li>\n<li>Proficient with standard office tools.<\/li>\n<li>Basic knowledge of data center technologies: power, cooling, physical security, network connectivity.<\/li>\n<li>Excellent verbal and written communication skills.<\/li>\n<li>Strong customer service mindset, diplomacy, and attention to detail.<\/li>\n<li>Ability to simplify technical topics for various audiences.<\/li>\n<li>Experience managing a technical client portfolio.<\/li>\n<li>Proficient with ITSM and CRM tools.<\/li>\n<li>Fluent in Local language; Fluent in English.<\/li>\n<\/ul>\n<p><strong>Behavioral skills<\/strong><\/p>\n<ul>\n<li>Versatility and open-mindedness.<\/li>\n<li>Pragmatism and adaptability.<\/li>\n<li>Strong interpersonal skills and active listening.<\/li>\n<li>Decision-making ability.<\/li>\n<li>Analytical and synthesis skills.<\/li>\n<li>Methodical and detail-oriented.<\/li>\n<li>Team spirit.<\/li>\n<li>Good stress management.<\/li>\n<\/ul>\n","protected":false},"author":15,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_promoted":"","_application":"https:\/\/data4.bamboohr.com\/careers\/309?source=aWQ9MTg%3D","_filled":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job-categories":[549],"job-types":[430],"class_list":["post-36238","job_listing","type-job_listing","status-publish","hentry","job-type-permanent-contract"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Senior Customer Success Manager for Strategic Accounts (France) - DATA4 - Smart Data Centers at Scale<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.data4group.com\/it\/carrieres\/senior-customer-success-manager-for-strategic-accounts-france\/\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Customer Success Manager for Strategic Accounts (France) - DATA4 - Smart Data Centers at Scale\" \/>\n<meta property=\"og:description\" content=\"ABOUT THE ROLE Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers. 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