Client Success Manager

By building a solid, future ready foundation of people, processes, and technology, the Client Success Team facilitates clients in transforming and building what's next for their business whilst simultaneously enabling Insight’s business to accelerate in the Cloud market.
Client Success teammates ensure the client experience is of the highest standard, thus creating a baseline for Insight’s services as part of the clients LAER (Land, Adopt, Expand, Review) journey, and utilises the potential of both the direct as well as indirect client reach.
The Client Success team, a client facing team, is responsible for onboarding clients into the Cloud Management Platform, creating and delivering adoption plans, and collaborating with cross-functional teams to ensure that Insight delivers the optimal client experience.
The Client Success Manager drives Cloud adoption by successfully on-boarding and utilising Cloud solutions acquired by Insight’s clients. The Client Success Manager supports the post-sale customer lifecycle as it relates to Cloud adoption, solution optimisation, and expansion.
The Client Success Manager, through a strong understanding of the clients business objectives, identifies and articulates how solutions can best support clients in achieving their strategic business goals. They act as the main interface for all solution related inquiries, build key relationships with all relevant stakeholders, and are also responsible for managing customer retention and the prevention of potential client churn.
In addition, the Client Success Manager manages the client experience across the client base by ensuring they meet agreed retention and usage targets and advocating for Insight. Ultimately, the Client Success Manager plays an integral role in helping to build and sustain solid, trusting relationships with the client’s key contacts.

Key Responsibilities:

• Serve as the main point of contact for clients providing daily post-sales support for Insight Cloud Care solutions, with a focus on the Microsoft CSP program
  • Drive the adoption of Insight’s Cloud solutions within assigned accounts through continuously
  • Seek to anticipate the clients requirements and possible challenges and promote Insight’s services (enhancements, updates, new initiatives, and maintenance) 
  • Proactively engage with clients on pre-defined touchpoint triggers and ensure Insight’s clients receive the most value from their Cloud investment. 
• Support clients with platform issues, program questions, and regular engagement (quarterly cadence calls, vendor updates, Microsoft promotions, and funding programs) 
  • Respond in a timely and helpful manner to client requests or account issues, leverage resources from across the company as needed. 
  • Identify specific business opportunities during client conference calls, and also identify potential up-selling and cross-selling opportunities. 
• Collaborate with sales and other departments, building strong internal and external relationships
  • Work closely with relevant parties to ensure a seamless client on-boarding process and ensure smooth initiation and introduction for the client from the onset. 

Key Requirements:

• Strong client/customer success or customer service experience
• Native or fluent French, fluent English; additional languages are a plus
• Microsoft program knowledge (CSP, Open Value Subscription, Enterprise Agreement, or similar); experience selling Microsoft products or understanding Microsoft contracts is highly valued 
• Comfortable for an hybrid-model (2 days/week min at the Paris office)

About Insight: 

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes.  Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.   

We strive to display our three core values of Hunger, Heart and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them. 

Application Details: 

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply. 

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful. 

A full job description will be provided upon application.