Member Success Account Manager - Paris

Contenu de l'offre Member Success Account Manager - Paris chez WeWork

WeWork Member Success Account Manager - Paris

WeWork is seeking a Member Success Account Manager to lead with achieving successful outcomes for new and existing clients in their workspace at WeWork.

About the Role

Our Member Success Account Managers work with new and existing clients/members to ensure they are achieving successful outcomes in their workspace at WeWork. You will be tasked with onboarding members onto our platform, add-value in the early stages and future, and build the relationship to create the highest level of member satisfaction. You will build solid relationships with your accounts and be in continuous communication with them to proactively drive engagement with our community and services, as well as act as the voice for our members internally at WeWork. As such, cross-departmental communication is key to deliver a perfect product when move-in day rolls around. Focusing on a net retention strategy, this individual will be held to a quota and should be comfortable driving revenue strategy forward. A successful Account Manager will: Truly understand the value of fostering member relationships Engage with members post-sale, creatively add value throughout the lifecycle, and ultimately increase retention while reducing churn

Duties & Responsibilities

Pre Move-In & On-Boarding

Review and understand the Membership Agreement as it applies to each member that you represent

Work closely with Construction, Logistics and Community Sales to ensure the product is delivered per the deal requirements on move-in day

Create a unique strategy for the move-in day, Community team on-site, and service offerings

Function as the main point of contact for members you represent and be available to members on call/email

Post Move-In

Drive post-sales activity for Mid-Market/Enterprise members at WeWork by strong relationship building, product knowledge, and game-plan to upsell for member expansion

Provide support to local Community Management teams by working with different departments to prioritize high-level items and escalated issues

Increase member retention by conducting regular check-in calls, and perform quarterly meetings for health checks

Partner with Sales and Business Development to develop strategies for increasing the average Mid-Market/Enterprise member lifecycle

Work closely with Digital Product teams to identify opportunities for improvement

Use Zendesk to monitor issues and identify churn potential; work proactively to limit that risk

Use Salesforce to track data, issues, and develop strategies based on findings

Work within Enterprise Member Success budget to support your members and local Community teams as needed

Act as the voice for Mid-Market/Enterprise members at WeWork, providing feedback to improve the experience

Experience & Requirements

Excellent command of written and spoken French & English - Required Strong generalist - highly competent with the ability to wear many hats Excellent communication and interpersonal skills Skilled relationship manager Highly flexible and adaptable to continuous change and growth Organized and detail-oriented 3 years minimum Account Management experience Ability to solve problems with innovative thinking Excellent interpersonal skills Customer service experience required Project management and business operations experience required Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy