Customer success manager
Il y a 2 mois
Fao Consulting est un cabinet de conseil implanté depuis plus de 10 ans en France et à l'international, référencé sur des grands comptes, consolidant sa croissance par la présence d'équipes IT et métiers.
Au cœur de notre développement, nous accompagnons nos consultants dans leur montée en compétences grâce à des missions longues et un suivi réel et régulier.
Dans le cadre de notre développement, nous recherchons un consultant pour intégrer les équipes de nos clients afin de prendre en charge le poste de CSM (Customer Success Manager) :
Votre mission
- Coordonner l'entrée en relation d'un nouveau client ou le lancement d'un nouveau fonds (local et translocation)
- Etablir une relation forte et de confiance avec les clients en charge
- Mettre en place et obtenir la signature des Standards level agreement sur toutes les prestations vendues
- Assurer le suivi d'activité rapproché au travers d'échanges réguliers (bimensuels ou mensuels) avec le client
- Mettre en place des comités Service Review sur la qualité de la prestation
- Mettre en place un Dashboard d'activité et de qualité, et définir des indicateurs clés de qualité et de mesure de la satisfaction Client
- Analyser, qualifier et documenter les incidents de traitement, et les principales demandes, besoins et réclamations formulées par le client
- Garantir une réponse de qualité aux demandes d'information du client dans les meilleurs délais et/ou selon les délais attendus par le client : s'assurer de la pertinence des réponses et de la cohérence des documents avant envoi au client
- Participation au réunion client afin de capturer et modéliser des besoins supplémentaires possibles (au lancement de nouvelles prestations)
Postulez maintenant
Votre profil
- De formation Bac +2/5, vous disposez d'une première similaire en CSM
- Il est important que le candidat connaissance les fonds non côtés - pas nécessairement la production pure.
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