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Assistant(E) Customer Success
Il y a 3 mois
En qualité d'Assistant(e) Customer Success et sous la supervision du responsable Customer Success Manager (CSM), vous serez en charge d'accompagner nos clients faisant partie du Club Dilivia et disposant de flottes de véhicules.
Vos missions principales consisteront à:
- Gérer la relation avec les clients : Vous accompagnerez les membres du Club Dilivia dans l'optimisation de l'utilisation de nos solutions.
- Assurer un accompagnement personnalisé : Vous guiderez nos clients tout au long du processus d'intégration en leur offrant une assistance individualisée, visant à maximiser l'adoption de la solution et à obtenir rapidement des résultats probants.
- Surveiller et favoriser l'engagement : Vous surveillerez régulièrement les indicateurs clés de performance pour renforcer l'engagement, favoriser la rétention et fidéliser notre clientèle.
- Faciliter la résolution des problèmes : Vous agirez en tant qu'intermédiaire entre nos clients et nos équipes internes, en veillant à fournir des solutions rapides et efficaces. Votre rôle sera de garantir que nos membres reçoivent le soutien nécessaire pour maintenir leurs opérations sans heurts.
- Contribuer à l'amélioration continue : Vous collecterez les retours clients et les transmettrez à notre équipe produit, contribuant ainsi à l'évolution constante de notre solution de gestion de flottes de véhicules.
- Former et documenter : Vous participerez à la création de ressources de formation, de guides d'utilisation et de documents de référence, destinés à aider nos clients à exploiter au maximum notre solution de gestion de flottes de véhicules.
- Enrichir et mettre à jour le CRM : Vous assurerez la surveillance et la saisie d'informations dans notre CRM interne, en respectant les processus et directives établis.
- Charger de la logistique relative à Dilivia Club : Vous assurerez le colisage relatif à l'offre (envoi de boîtiers et de cartes cadeau aux membres et aux partenaires).
**Profil recherché**:
- Vous possédez au moins 2 ans d'expérience dans le domaine de la relation client ou du customer care, et avez évolué en tant que Chargé(e) ou Conseiller(e) clientèle, ou encore en tant qu'Account Manager. Vous avez démontré votre capacité à gérer un portefeuille client, à suivre les KPIs et à atteindre des objectifs fixés.
- Votre profil se distingue par votre organisation et votre méthodologie, ainsi que par votre implication marquée dans la satisfaction client. La maîtrise de l'anglais est essentielle pour ce poste, tout comme votre capacité à travailler en équipe.
- Vous êtes à l'aise avec l'utilisation des outils de la Suite Office et avez une expérience avec des outils CRM.
- Ce poste est sédentaire mais peut impliquer des déplacements occasionnels.
- Rénumération:
- Entre 21 et 30 k€ selon expérience, avec possibilité d'un bonus en fonction de l'atteinte des objectifs
**Pourquoi Enovea ?**:
Enovea est une Entreprise de Service Numérique depuis 15 ans, basée à Mont-Saint-Aignan, qui développe des solutions logicielles sur-mesure, pour ses clients issus de différents secteurs d'activités tels que l'assurance, la finance, l'industrie ou les Services.
Aussi, chez Enovea, nous croyons dur comme fer que des valeurs comme le partage, la confiance, la liberté des collaborateurs sont des piliers de la réussite. Nous souhaitons avant tout véhiculer des valeurs humaines avec nos collaborateurs pour pouvoir concrétiser ensuite nos projets auprès de nos clients.
