JOOR is hiring a Regional Customer Manager EMEA - Maternity Cover

JOOR is looking for a Regional Customer Manager EMEA for a maternity cover contract. In this player/coach role, you'll be responsible for managing your own portfolio of strategic brand accounts while leading and mentoring the EMEA team of Customer Success Managers. You will be accountable for the region's overall customer experience, NPS score improvement, and delivering on KPIs for retention and upsell.

What You'll Do

• Be a leader within the Customer Success team, developing global processes and strategies to be implemented on a regional level.
• Manage your own book of brand accounts while managing and mentoring the EMEA team of Customer Success Managers in London, Paris and Milan.
• Be responsible and accountable for the EMEA region’s customer experience and NPS score improvement.
• Create strategy for and motivate the team to deliver expected KPIs, ensuring high unit and revenue retention and upsell rate for the region.
• Onboard, train and develop trusted advisor relationships with strategic and high-value accounts to continually drive incremental value and return on the customer's investment.
• Handle client escalations for the region and confidently resolve higher-level issues relating to adoption/usage, product, pricing, accounts receivable, integrations and more.
• Strategically expand our revenue in accounts through cross-sell and upsell opportunities, and support the team in their efforts.
• Train and manage individual team member’s performance, ensuring Customer Success team members consistently master and execute CS process and strategy.
• Contribute topics and presentations to weekly global team meetings.
• Create strong partnerships with Sales and Marketing counterparts to ensure a seamless client experience from prospect to ongoing client.
• Be an advocate for regional client needs by communicating to senior leadership and working cross-functionally with our Product, QA and Data teams to help move projects forward.

What We're Looking For

• French Speaking (Business-level proficiency)
• Bachelor’s degree
• 7+ years of experience managing accounts or owning a book of business
• 5+ years of experience managing and coaching a team across multiple regions
• Strong negotiation, sales and escalation skills
• Experience collaborating with cross-functional teams

Nice to Have

• 5+ years of relevant work experience in SaaS, B2B, and/or tech

Technical Stack

• JOOR platform
• ChurnZero
• Salesforce
• Jira

Team & Environment

This is a player/coach role managing the EMEA team of Customer Success Managers in London, Paris and Milan. You'll be part of the global Customer Success team, which consists of 150+ experts globally.

Benefits & Compensation

• Private Medical Insurance & Dental Cash Back Plan
• 4% Employer Pension Contribution
• Employer Assistance Programme
• Monthly work-from-home allowance

Work Mode

This is a hybrid role based in London, Paris, or Milan.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.