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Apr 27, 2021

Apple M1 Chipset & Toon Boom Software

Apple is in the process of transitioning their line of macOS computers to a new ARM-based hardware architecture. The first Macs powered by the Apple M1 chipset were released on November 17, 2020.

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Customer Success Manager (Europe)

Europe

Toon Boom Animation, the worldwide leader in animation software solutions, is currently seeking a dynamic Customer Success Manager based in Europe to join the Customer Success team. The CSM is responsible for managing relationships with customers in Europe, Middle-East, and Africa to ensure retention and satisfaction. This involves working closely with clients by walking them through the onboarding process, assisting them with the use of the product, connecting them with the right resources and teams, tracking their progress through their journey, and addressing any concerns or issues they might experience. The position reports directly to the Customer Success Director.

The position is a full-time contract.

The CSM day-to-day activities are focused on driving the customer health score up. Responsibilities include but are not limited to (see list below)

Responsibilities

  • Welcome and onboard new customers
  • Work with clients to map out their goals and develop strategies
  • Help customers plan the best ways to utilize the software based on their business needs
  • Instruct the customer on product usage and ensure they are up to date on relevant information
  • Monitor customer health score, engagement level, journey progress, and satisfaction
  • Gather and analyze data to predict churn risk and expansion opportunities
  • Perform QBR sessions with high touch customers alongside Account Managers
  • Represent the voice of the customer to provide feedback for products, messaging, internal workflow, and various sales process such as renewal
  • Assist R&D with customer feedback and in the design of a feature request on behalf of a client
  • Recommend improvement in the customer experience workflow
  • Collaborate with Professional Services to onboard and train new customers
  • Handle customer follow-ups after selected interactions.

Experience & Qualifications

  • Degree in animation, art, film or other relevant education is an asset
  • 2 years of experience working in or with animation studios is an asset
  • Proficient (spoken and written) in English and French, with other languages a strong asset
  • Knowledge of customer service practices
  • Excellent communication and presentation skills
  • Understanding of the animation industry is an asset
  • Knowledge of Harmony and Storyboard Pro is an asset
  • Knowledge of any other animation tool is an asset
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Technical aptitude and ability to learn software programs
  • Ability to work in a collaborative team and share constructive input

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