Set-up coordinator

il y a 3 semaines


Paris, Île-de-France Matera Temps plein

Notre département Care (pour notre branche "gestion de copropriété") est composé de 3 équipes :

l'équipe Customer Care Representative : en charge des demandes et de la mise à disposition de ressources pour nos clients,

l'équipe Customer Success : en charge du développement du portefeuille (up et cross-sells),

l'équipe Set-up (10 personnes) : chargée de prendre en main la relation avec les clients dès leur signature de contrat avec les Sales. L'objectif est de les accompagner durant leurs premiers mois chez nous, et d'assurer que leur transition vers notre plateforme soit la plus douce possible.

Au sein de l'équipe Set-up, ton rôle est d'assurer une expérience client de qualité dès les premières semaines du client. Tu es responsable de l'avancée et du bon paramétrage des comptes clients, ainsi que de la bonne prise en main de notre plateforme.

Au quotidien, ton rôle est : d'accompagner le client (et de le rassurer) dans ses démarches administratives de transfert de dossier : tu l'aides à prendre contact avec ses anciens prestataires pour transférer ses documents chez nous, tu mets à jours le statut de la copro auprès du Registre National des Copropriétés, etc., tu t'assures qu'il sache exactement quoi faire et réponds à ses questions, de paramétrer la plateforme du client : tu es responsable de rendre le compte client opérationnel en obtenant et en renseignant les information nécessaire, et en donnant les bons accès aux bonnes personnes, de gérer les interventions de chaque équipe afin que le client ait le meilleur accompagnement possible : tu devras solliciter la bonne équipe au bon moment et donner les bonnes informations (expert comptable, juridique, travaux, success, sales etc.). Enfin, force de proposition, tu auras l'occasion de travailler avec les équipes Produit et Tech, pour améliorer encore et toujours notre produit - en fonction des remontées de tes clients et de tes propres besoins. Avantages :

Les plus :

2 semaines d'onboarding pour te faire découvrir le monde de la copropriété et le fonctionnement de Matera Un career path pour t'accompagner dans ton évolution professionnelle & politique de mobilité interne Un suivi hebdomadaire par ton/ta Manager Politique de rémunération et de BSPCEs transparente Politique d'accompagnement pour le retour de congé maternité et du 2nd parent Gymlib pour faire du sport à petits prix Des bons plans culture avec la plateforme Leeto La base légale : Congés payés et RTT en fonction de ton statut Mutuelle & Carte Swile - pris en charge à 50% Prise en charge des transports à 50% ou 150€ chez Cyclofix pour les adeptes du velotaf Un ordinateur et équipements te seront fournis Les informations pratiques : Locaux : 46 rue Notre-Dame-des-Victoires Paris Politique de télétravail : flexible avec 1 jour de présence au bureau par semaine. Type de contrat : CDI, statut cadre
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