Customer Success Manager
il y a 3 semaines
CONTEXTE DE LA MISSION
Dans le cadre d’une création de poste, nous recrutons pour notre client un(e) chargé(e) de :
Customer Success (H/F)
La société se positionne en tant qu’acteur opérationnel de l’écosystème touristique, aux côtés des musées, monuments et attractions de la ville. Partenaire clé de plusieurs acteurs majeurs du marché du voyage, l’application offre des visites conçues selon les plus hauts standards.
Dans une structure en pleine croissance (CA 6,5M€), ayant bénéficié d’une levée de fonds récente, le besoin de dynamiser la performance liée à la réservation de parcours sur-mesure est fort.
Dans ce contexte, nous recherchons un(e) responsable Customer Success, chargé(e) de la fluidité du service clients sur l’ensemble du cycle commercial.
Missions principales :
- Être le contact dédié, principalement par appel entrant ou par email, des clients et des partenaires qui sollicitent les services de la société s’agissant des programmes de visites touristiques, en amont des réservations.
- Gérer les demandes de réservation sur les différents programmes, au plus proche des clients et des partenaires.
- Maîtriser la relation clients du début à la fin de l’expérience - de la réservation effective jusqu’au feedback en passant par la gestion logistique in situ.
- Créer une relation de confiance avec les parties prenantes clés (partenaires, organisateurs, usagers, guides, …) en étant à l’écoute
- Être rigoureux dans l’utilisation des outils pour enregistrer toutes les actions clés liées à la gestion des dossiers et assurer la bonne transmission des informations
- Maîtriser parfaitement les particularités des enjeux touristiques des clients, notamment du point de vue linguistique (maîtrise de l’anglais impérative, celle de l’espagnol est un plus, d’autres langues également appréciées) ou de la réactivité (disponibilité et bienveillance au téléphone ou par email).
- Être force de proposition pour identifier les points d’amélioration des procédures et de l’expérience client ou partenaire de façon plus générale
- Veiller à la satisfaction des clients sur le long terme grâce à des efforts de fidélisation en répondant à leurs questions, au téléphone et par mail
- Assurer le suivi administratif des clients/partenaires suivis le cas échéant
- Travailler étroitement avec le Business Development et le Content pour améliorer en continu les expériences des utilisateurs
Profil
- Formation commerciale généraliste, typiquement en école de commerce ou en cycle universitaire
- Expérience préalable d’un à trois ans dans la relation clients
- Rigueur et organisation à toute épreuve, capacité à prendre en main les outils de gestion de la clientèle de façon suivie.
- Empathie et bienveillance affirmées pour échanger en toute fluidité avec un grand nombre de clients ou partenaires et trouver des solutions pour chacun de leurs enjeux.
- Très bon relationnel et excellente communication, orale comme écrite en français – mais également en anglais. L’espagnol est un plus, d’autres langues étrangères sont valorisées.
- Sens des responsabilités et de l’engagement. Goût pour les environnements en croissance et la réactivité.
Rémunération selon profil
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