Customer Success - Account Manager

🤝 Who we are?

moka.care is a mental health solution for companies, with one mission in mind: nurturing healthy minds to foster healthy organizations.

We guide employees through individual and group therapy or coaching sessions.

Alongside we help HR teams to take care of their employees’ mental health on a daily basis.

Where we are currently: Since our creation in December 2019, more than 250 companies (L'Oreal, Spendesk, Qonto, Engie, Castalie, etc.) have joined moka.care, and we now have over 200,000 employees covered in France but also throughout the world!

We have raised 17,5 million euros and are 65 to help companies improve their mental well-being.

What we believe in? Excellence in care is our obsession.

Culture is not nice words we put on the walls, we have defined 4 tangible values to make this culture live: Selflessness, Inexhaustible optimism, Distributed ownership, Fast agility

• As a Customer Care Manager, your mission is to cultivate and strengthen relationships across our portfolio of clients. You’ll drive value by identifying opportunities for growth through strategic up-sells and cross-sells, directly contributing to moka’s expansion and scalability. Your ultimate goal is to position moka.care as the trusted, go-to partner for all their mental health needs.
• You'll be part of the Customer Care team, reporting directly to Sophia, our Customer Care Team Lead.

• Build strong relationships: Develop lasting partnerships with your high-profile clients, including HR and People Directors.
• Advise and implement solutions: Collaborate with clients to design and execute Mental Health Roadmaps, keeping our services relevant and valuable.
• Monitor and analyze KPIs: Track key metrics to assess satisfaction, identify opportunities for improvement, and develop actionable plans for client success.
• Drive growth through upsells: Regularly pitch new products and services to deliver value while contributing to business growth.
• Ensure client retention: Lead contract renewals, negotiations, and signatures, striving for 100% client retention.
• Help us scale: Contribute to the continuous improvement of the Customer Care department by optimizing processes and workflows.

• Experience & Adaptability: You have 1 to 2 year of experience in Account Management within B2B services, and you’re eager to apply those skills in a fast-paced, growing environment.
• Bilingual Excellence: You’re fluent in both French and English, with exceptional communication skills that allow you to engage clients effortlessly in both languages.
• Client-Focused & Organized: You thrive in a client-facing role, are highly organized, and take pride in delivering personalized service to your portfolio of clients.
• Analytically Strong: Your strong analytical skills empower you to not only deliver insightful reports but also identify opportunities for improvement and growth.
• Process-Oriented & Tech-Savvy: You have a knack for process optimization and are comfortable navigating technical aspects to solve client challenges efficiently.
• Calm, Sales-Driven Leader: With a cool head under pressure, you build strong relationships, spot cross-sell and up-sell opportunities, and lead with confidence to add value for both clients and the business.

• Participate in an entrepreneurial fast-growing adventure and the possibility of having a huge potential for evolution inside moka.
• See the concrete impact of your efforts each day and participate in nurturing healthy minds to foster healthy organizations
• Grow as a person and learn within a team of great people
• Be trusted: we hire great talents who lead us to the next level

• Access to moka.care: selfcare, individual & group sessions, and the possibility to test the new features in preview
• BSPCE for everyone because each one who joins us helps us to build moka
• Work-life balance: 60% at the office to spend time together and up to 40% remotely (2 days per week or 1 week per month remotely)
• Beautiful office at Bastille with sports gym & rooftop
• Swile Meal voucher card of 10€/day (restaurants, groceries and food apps): 55% covered
• GymLib for sport & wellness allowance
• 7-week holiday policy
• Leeto, many discounts & benefits, thanks to the partnership of our CSE
• Great Health insurance: SideCare
• 50% reimbursement of your transport pass: Navigo or Veligo
• Mac or windows? You choose. We just want you to feel comfortable.

🎤 Interview process

Our philosophy: a balanced recruitment process. We are looking for exceptional people and we know that it’s important for you to find the right company at the right time of your career.

Recruitment process

Phone interview 🤳 to understand your carrier plan and your expectations

Who Interview 🤝 to get to know your background in a deeper way

A Case study and job focused interview 🧑‍💻 to project yourself in your future day-to-day job

And finally a Values fit interview 😍 to make sure you’ll feel comfortable at moka

Offer 🎉 and reverse interview: ask us all the questions that are important for you to make your choice

If needed we organize other informal talks like coffee with the team and you have feedback between each interview.

moka.care is a disability-friendly company.