Customer Success Representative

The Customer Success Representative is responsible for identifying, qualifying, and initiating business opportunities with large enterprise clients within the Enterprise division. They work closely with Account Managers (AM), Customer Success Managers (CSM), and Key Account Managers (KAM) in the Enterprise division to build the sales pipeline and support growth in the Large Accounts segment.

Key Responsibilities

Onboarding and Adoption

• Prospect and support new clients in onboarding and implementing the Naboo platform, as well as setting up the preferential terms negotiated for them;
• Reach out to and identify new clients;
• Ensure proper maintenance of the back office (entities, users) and the HubSpot CRM (meetings, entities);
• Ensure accurate account mapping;
• Plan and participate in client events to drive platform adoption;
• Ensure fast and optimal adoption of the solution by users (meeting follow-ups, reminders until the first event takes place).

Client Monitoring and Relationship Management

• Understand each client’s consumption habits and anticipate next steps in the partnership;
• Have in-depth knowledge of commercial terms and account-specific details;
• Collect post-event client feedback:
  • Post-event NPS (linked to the provider for each event)
  • Naboo NPS (quarterly, related to AM service)

Proactivity and Problem Resolution

• Proactively identify clients at risk of disengagement and define appropriate action plans;
• Coordinate with internal teams (AM, Product, Supply, Tech, Marketing) to effectively resolve client issues.

Product Feedback and Continuous Improvement

• Gather and analyze customer feedback to contribute to continuous improvement of the product or service;
• Propose process improvements and systematically integrate AI into workflows.