Customer Success Specialist - Business Information
À propos de l'entreprise
Avec plus de 75 ans d'expérience et un réseau international exhaustif, Coface est un acteur mondial de premier plan de l'assurance-crédit et de la gestion des risques. Coface est également un expert reconnu de l'information d'entreprise, de la caution, du risque politique, du recouvrement de créances et de l'affacturage. Nous aidons nos clients à sécuriser leurs activités pour construire des entreprises plus performantes, en toute confiance
Missions
We are looking for a Customer Success Specialist to help our Business Information customers adopt our solutions successfully and realise lasting value from them. You will manage the post-sales customer journey across onboarding, enablement, product usage and customer health, working closely with Account Managers and our operational, product and technical teams.
This is a collaborative, customer-facing role. You will turn customer needs, usage insights and feedback into clear action plans that strengthen adoption, satisfaction and renewal preparation.
Lead customer onboarding from handover through activation and successful go-live, with clear milestones, responsibilities and success criteria.
Understand customer use cases, workflows and expected outcomes, and translate them into practical adoption plans.
Deliver product training, demonstrations and refresher sessions for users and administrators.
Guide customers in the effective use of Business Information reports, scores, monitoring services, alerts and digital solutions.
Monitor adoption, usage and engagement indicators, and proactively engage customers showing low usage or signs of risk.
Handle functional questions, qualify requests and coordinate technical or operational follow-up with the appropriate support teams.
Keep customers informed of actions, issues, progress and resolution status.
Gather customer feedback and represent the voice of the customer to Product, Operations and other internal teams.
Provide Account Managers with adoption evidence, customer health insights and risk information for account reviews and renewal preparation.
Identify value-based upsell/expansion signals and share them with Account Management for commercial qualification and follow-up.
Maintain accurate records of customer success activities, actions and insights in the CRM and relevant support tools.
Contribute to scalable onboarding, training and customer success practices across customer segments.
Profil recherché
Two years of relevant experience in Customer Success, implementation, account support, customer service, consulting, SaaS, data solutions or another client-facing B2B environment.
Proven experience supporting customers after contract signature, including onboarding, enablement, adoption or functional product support.
Experience coordinating actions across commercial, operational, product and technical stakeholders.
Experience using customer, usage or service data to prioritise actions and identify risks.
Skills and knowledge A strong customer focus and the ability to build trusted working relationships.
Excellent written and verbal communication skills, with confidence leading customer meetings and training sessions.
A structured approach to problem-solving, strong organisational skills and consistent follow-through.
The ability to translate customer needs into clear functional requirements and internal actions.
Confidence using CRM, ticketing, reporting and collaboration tools.
An analytical mindset and the ability to interpret usage and adoption information.
Knowledge of Business Information, credit risk, financial information, data products, monitoring services or APIs would be an advantage.
Professional fluency in English and French. Additional languages would be an advantage in an international environment.
Education A bachelor's degree, or equivalent professional experience, in business, economics, customer management, information services or a related field. A qualification in Customer Success, customer experience or project management would be an advantage.
Avantages
Why join Coface? You will join an international company where customer impact, specialist expertise and collaboration matter. You will have the opportunity to help shape a growing Customer Success capability within Business Information, improve how customers adopt data-driven solutions, and work with colleagues across commercial, operational, product and technical functions.
Remote Work Benefits All our employees benefit from 3 days of remote work per week and a maximum monthly subsidy of €30. Employees receive vouchers worth €12 for each day of remote work.
Language Training Depending on the type of employment contract, Coface provides employees with access to an e-learning platform dedicated to learning 6 foreign languages.
Remote Work Equipment An equipment allowance of €350 for remote work is available to employees, depending on the type of employment contract.
Electric Bike Purchase A contribution towards the purchase of an electric bike is available to employees, depending on the type of employment contract.
Autres informations
How success will be measured Quality and completion of onboarding and customer activation.
Product adoption, active usage and progress against agreed customer success actions.
Customer satisfaction and the quality of recurring feedback.
Timely identification, escalation and follow-up of customer risks.
Effective coordination and visibility of customer requests and actions.
Quality of adoption and customer health insights provided for account reviews and renewal preparation.