Job Title: Customer Success Services Specialist (French Speaking)

Location London Hybrid: You will be required to be in the London or Reading office once a week

Target Start Date: March 2026

Contract duration: 12 months

Day Rate: Competitive (Inside IR35)

Deloitte

Working with the Deloitte Associate (Contractor) Programme means we can offer you the opportunity to work on a variation of industry and client related projects. Our aim is to retain the best talent and so when your project end date nears our team of Talent Community Advisors will be working with you to look at alternative projects within the firm that suit your experience should you wish to continue with Deloitte.

About the Project

We are seeking a French speaking Licensing Specialist to work with a global software vendor client and support the client’s Corporate customer segment. You will be responsible for driving higher customer satisfaction and net-new revenue by equipping customers and internal stakeholders with clear, actionable insights across user, licensing, and agreement management, particularly via buying programmes, the admin console, and security insights. The individual will accelerate deployment and strengthen retention by project-managing migrations end-to-end, while also supporting Customer Success Managers (CSMs) with priority-account escalations. This position contributes to scale motions by delivering efficient, light-touch onboarding and targeted IT Asset Management (ITAM) webinars, helping customers adopt faster and grow with us.

Essential Skills & Experience

• Fluent English (written and spoken) and French
• Experience with Customer Success lifecycle (including customer onboarding and adoption, account management, retention and growth, support and escalation) or Software Licensing/IT Asset Management (ITAM) or technical product support with excellent communication skills.
• Proven ability with managing a portfolio of large, global, strategic accounts at a senior level and building senior-level relationships, acting as a trusted advisor.
• Proven experience driving customer retention initiatives, achieving high retention rates and strong customer health scores.
• Strong critical thinking and problem-solving abilities, including anticipating and addressing complex or ill-defined issues.
• Exceptional presentational and data analytics skills and confidence engaging with diverse audiences.
• Results-driven, tenacious, personable and highly confident.

Desired Skills & Experience

• Knowledge of AI trends and their impact on security, privacy, and compliance.
• Technical background (software, IT, cybersecurity) OR sales experience with technical aptitude.
• Experience working with client product portfolios and services in large organisations and high-value licensing agreements.
• Ability to review and interpret complex licensing contracts and terms, identifying key clauses and potential risks related to compliance.
• Experience in IT asset management (ITAM), IT compliance, cybersecurity or customer success management.
• Relevant certifications (e.g. CSAM) are a plus

Key Responsibilities:

1. Partner with customers to guide digital transformation, ensuring alignment with business objectives, KPIs, and driving measurable ROI from client solutions across their entire relevant portfolio.
2. Develop and execute clear adoption and success plans that increase solution usage, strengthen customer loyalty, and reduce attrition.
3. Build and maintain trusted relationships with senior stakeholders, including C-Level executives, across strategic accounts.
4. Design and deliver post-sales strategies, monitor performance, and proactively identify and mitigate potential risks to customer success, developing and implementing recovery plans where necessary, to maximise customer value.
5. Provide thought leadership and domain expertise to clients and the client’s Customer Success organisation, including the creation and delivery of strategic presentations and point-of-view documents to drive understanding and adoption, whilst fostering collaboration with various teams including, but not limited to, Sales, Marketing, Legal, etc.
6. Lead retention and growth initiatives that scale customer success, deliver innovation, and enhance customer satisfaction.
7. Deliver efficient and scalable light-touch onboarding processes and targeted resources to accelerate customer adoption and growth.
8. Project manage customer migrations comprehensively from end-to-end to ensure seamless deployment, minimal disruption, and strengthened retention.
9. Provide actionable insights on user, licensing, and compliance data to support customer renewals and optimise contractual adherence.

IR35

As a means of managing tax, commercial and reputational risks, Deloitte prohibits the use of Associates through Personal Service Companies (‘PSCs’). All Associates must contract under PAYE arrangements through a Deloitte approved ‘Employment Company’ (aka ‘umbrella company.’)