CDI - Senior Customer Success Manager
il y a 3 semaines
We are recruiting for a Senior Customer Success Manager.
BuyCo is in a phase of rapid growth, and we are looking to expand our CSM team since Arnaud is the sole member in this role.
You will become part of the larger Operations Team, lead by Géraud (COO) which consists of:
Arnaud, Expert Customer Success Manager, Elisabeth, David, Kevin, Masakatsu and Chad, Customer Onboarding Managers, Amélie, Lead Customer Care and Leslie, Customer Care Specialist. You will be in touch with other teams as well: Data, and Product mainly.You will report directly to Arnaud, Expert Customer Success Manager.What you will do on a daily basis :
Core tasks :
- Drive the relationship with customers:
Conduct customer-focused meetings, including Monthly and Quarterly Business Reviews (MBR/QBR), to measure performance against pre-established business metrics.
Occasionally meet with customers in person to effectively plan and prioritize daily activities, and manage customer issues and requests. Ask clarifying questions to identify the root cause and impact of issues, and understand use cases to guide customers toward alternative solutions when possible.
Act as the voice of the customer internally. As the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Tech teams to ensure a consistent and strong customer message is embedded in our processes.
- BuyCo platform usage analysis:
Increase Product adoption and usage.
Fully master the BuyCo platform, and our customer's usage with PlanHat, our CSM tool.
- Upsell and contract renewals:
Identify and forecast expansion opportunities to successfully grow your portfolio.
Push new features and additional reports.
Be on top of new features and be able to explain each functionality.
Main objective: no churn
Your path at BuyCo :We imagine (ideally) a journey like this one :
- 3 months after your arrival: You are now well-versed in maritime and the BuyCo platform. You master the processes (QBR prep, reporting) and you manage client relationships with the help of Arnaud.
- 6 months after your arrival: You are autonomous and you need less and less supervision. You have your first "success stories" to share.
- 1 year after your arrival: Your metrics are on fleek - NPS, upsell.
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