Customer Success Manager H/F
il y a 3 semaines
Ce poste est à pourvoir au sein de la DSI de ce client, et plus particulièrement du pôle en charge des applications de vente.
Vous serez la pierre angulaire entre ce pôle produit et les clients de ces solutions.
Pour ce poste de Customer Success Manager, vos missions principales seront les suivantes :
- Auditer la stratégie actuelle autour de la satisfaction client et projeter une stratégie future
- Piloter une équipe d'Analystes support en France (Neuilly) et en Inde (~8 ETP)
- Garantir la qualité de service pour maintenir une relation de confiance avec les parties prenantes IT et Business
- Amélioration continue, suivi des SLA et des processus associés
- Accompagner les nouvelles entités et assurer un onboarding premium
- Gérer les demandes et les changements des utilisateurs et tenir les entités informées (incidents, livraisons de produits, roadmaps)
- Animer des sessions mensuelles avec les Business Units et les responsables de domaine
- Assurer une bonne communication sur les incidents, gérer les escalades
- Prioriser les corrections et les demande en accord avec les indicateurs établis
Avec une expérience minimale de 7 ans et une expérience reconnue autour de la satisfaction, vos compétences attendues sont les suivantes :
- Vous avez l'habitude d'endosser un rôle stratégique et vous avez un leadership naturel ;
- Vous maîtrisez les concepts de l'ITIL et idéalement êtes certifié ;
- Vous avez une belle compréhension technique qui vous permet d'accompagner au mieux les différents acteurs sur des sujets applicatifs ;
- Vous avez une excellente communication, vous savez faire preuve de diplomatie allié à une capacité de drive forte
- Vous avez évidemment l'ADN du service ;
- Vous aimez le travail en équipe.
Votre anglais est courant.
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