Sébastien ONILLON
Customer Success Manager FR/EN
Customer Success Manager Google Workspace
Revevol
January 2018
to January 2023
Full-time
Paris
France
- Serve as post-sales point-of-contact for international Google Workspace key Enterprise customers like Air Liquide, Solvay, Chronopost, Euralis
- Present new features of Google Workspace and help customers understand the impacts on their environment
- Help in the resolution of functional product-related issues
- Partner with Google on Google Workspace Alpha & Beta features, manage end users' feedback
- Develop a targeted adoption plan for Google Workspace, based on opportunities to increase user adoption and engagement
- Proactively work with medium to large enterprise customers, interacting with various levels of management (ranging from managers to C-level executives)
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success
- Develop and maintain a deep understanding of customers’ business drivers to align with them
- Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user adoption
- Develop and conduct Quarterly Business Reviews to measure Google Workspace adoption, present product roadmap, assess progress against goals, assess opportunities for improvement, assess the overall impact of Google Workspace
- Partner with sales to identify renewal, expansion and up-sell opportunities
- Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
- Ability to effectively manage customer expectations and create realistic expectations