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Cdi - International B2B Customer Success Manager
Il y a 3 mois
Nous éditons une solution SAAS qui permet aux marques omnicanales du retail de mettre la donnée de paiement au cœur de leur stratégie (market insights, acquisition, connaissance clients unifiée, personnalisation, fidélisation)
Basée sur l'open banking, les retail tech et le machine learning, nous sommes établissement de paiement, agréé par l'ACPR - Banque de France, opérons dans plus de 10 pays et analysons plusieurs millions de transactions / an.
Description du poste
Tu rejoins la Team CSM avec pour responsabilité de gérer et réduire au maximum le risque de churn sur un portfolio de clients internationaux du retail (10 pays à date) et de défendre la valeur de notre solution SAAS pour transformer les opportunités d'upsells.
Tu participes à la structuration et mets en place à l'échelle notre Customer Success Framework en adoptant les meilleurs standards de l'industrie SAAS du marché.
TES DEFIS / CHALLENGES:
- Bâtir une relation de confiance et d'apport de valeur auprès des directions Digital / Retail / Marketing / Innovation pour développer l'usage, l'adoption et l'impact de notre solution d'analytics de datas de paiement omnicanal chez les comptes de ton portefeuille ;
- Assurer l'onboarding des équipes sur chaque nouveau compte dans la prise en main de la solution Transaction Connect et veiller à rendre autonome et positif un client sur ses premiers retours d'expérience ;
- Délivrer par ta posture de conseil le positionnement de transformation de Transaction connect porté par la solution que nous éditions ;
- S'assurer de l'impact business de notre solution chez le client conformément aux objectifs fixés avec celui ci (contrat commercial) et de convertir les opportunités d'upsell ;
- Agir en chef d'orchestre et t'assurer du renouvellement des clients (anti-churn), en coordonnant les différentes ressources (tech, pédagogiques..) mise à disposition pour atteindre les objectifs fixés ;
- Contribuer à l'objectif d'expansion clients (Booking ARR Additionnel), augmenter le taux de renouvellement et d'amélioration de la fidélisation clients (% Renewal);
- S'assurer que la promesse de performance de la solution soit au rendez vous, et préconiser en permanence des actions stratégiques d'amélioration des usages clients (education, adoption, usages).
- Voix du client : assurer un feedback permanent des clients aux équipes Transaction Connect.
CULTURAL FIT
- Why not ? Nous sommes des entrepreneurs. L'impossible ne fait pas partie de notre vocabulaire. Prends ton audace par la main et sors du cadre, ose. Ne dit-on pas que le monde sourit aux audacieux ?
- Push it to the limit. Nous cherchons à faire la différence au quotidien, nous dépasser avec nos coéquipiers comme avec nos clients. Nous aimons nous fixer des challenges, sortir de notre zone de confort à avoir le maximum d'impact.
- We never walk alone Nous sommes une équipe. C'est ensemble que nous dépassons nos objectifs, solidaire, jusqu'au bout. L'entraide n'est pas une option.
- Truth builds trust Nous sommes directs et nous respectons toutes les idées justement défendues. Exprime une position claire et forte, mais dit le "Se dire les choses telles qu'elles sont"
- We deeply care . Nous veillons les uns sur les autres, sur nos clients tout autant que sur la sécurité des datas que nous collectons. Et ce n'est pas négociable.
**Qualifications**:
Tu as été au moins 4 ans d'expérience en qualité de Customer Success Manager au sein d'une start up / scale up SAAS B2B** Retail Tech / AdTech ou Marketing Tech.
Tu as développés tes compétences en:
- Responsabilité d'account management avec un impact positif sur la réduction du churn, l'augmentation du renouvellement d'abonnement et/ou l'upsell sur des comptes du Retail** (Middle market / grands comptes).
- En mise en place d'outils structurant pour gérer la relation client SAAS centric, et développer l'autonomie et un portefeuille internationaux en croissance (CRM, Support Client, Wikis, Analytics, Data-viz
- Bilingue français anglais (portefeuille clients européens dans 9 pays à date), la maitrise d'une 3ème langue est un plus ;
Soft skills:
- Tu as la fibre commerciale pour identifier des opportunités d'upsell et comprendre le cycle de vie d'un client B2B sur une solution SAAS innovante ;
- Solide en gestion de projet et en facing client (multitasking, urgence, réassurance)
- Pédagogue avec tes interlocuteurs de hauts niveaux retailers : tu es aussi bien à l'aise en phase d'évangélisation ou de clients matures sur les sujets de drive to store, de taux de conversion, d'analytics ;
- Ton empathie te permet de rassurer, de sécuriser la relation client, de t'adapter et d'apporter de la valeur au travail d'équipe
- Tu es rigoureux(se), synthétique, précis(e) et tu back up tes décisions en te basant sur la donnée (la data c'est la vie).
Informations supplémentaires
Processus de re
