Customer Success Manager BtoB
il y a 5 jours
L’équipe Customer Success recherche un·e Customer Success Manager afin d’accompagner le développement de GlobalExam. Vous aurez pour mission d'offrir un service client de qualité en gérant les demandes des clients B2B, de leur garantir une expérience client exceptionnelle en ayant une compréhension parfaite de leurs besoins et en proposant un accompagnement adapté afin de les convertir en véritable ambassadeurs de notre solution.
En tant que Customer Success Manager chez GlobalExam, vous maitrisez parfaitement notre solution et adoptez une démarche proactive pour anticiper et satisfaire les besoins de nos clients Grands Comptes.
Vos missions s’articulent autour de 3 axes :
L’accompagnement client :
• Former les clients aux outils GlobalExam et veiller à l’adoption des bonnes pratiques en adaptant votre accompagnement en fonction du profil ;
• Assurer la réussite de nos clients. En comprenant et en anticipant le besoin du client, vous définissez et proposez un plan d’engagement pertinent, dont vous suivez et analysez les résultats ;
• Contribuer au renouvellement des clients avec l’équipe Sales.
Le développement du portefeuille :
• Adapter les modalités d’accompagnement des clients selon leurs besoins, les fidéliser et développer la valeur du partenariat (upsell, panier moyen) ;
• Identifier et partager les nouvelles opportunités du marché (améliorations de notre solution).
L'optimisation de l'organisation, des outils et des process métiers :
• Identifier les bonnes pratiques associées aux différentes phases d’accompagnement (onboarding, déploiement, engagement, optimisation) et les "systématiser" dans la gestion de comptes ;
• Être garant(e) des synergies avec les Sales (routines, communication, définition d’objectifs communs) afin de gagner en efficience et en impact auprès des clients ;
• Récupérer des feedbacks utilisateurs pour aider l’équipe produit à définir la roadmap de développement de notre solution
• Participer de manière proactive à l’évolution du cycle d'accompagnement de son marché pour garantir l'engagement, la satisfaction et la fidélisation de tous nos clients.
• Mentorer les Customer Success Manager Juniors pour les accompagner dans leur montée en compétences
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