Atlante France customer Care Manager
Il y a 2 mois
Company Description
Atlante is NHOA’s new Global Business Line dedicated to build the first EV Fastcharging Network enabled by renewables, energy storage and 100% grid-integrated. The Atlante project is the result of the partnership between NHOA - which develops and invests in the network being owner and operator - Free2Move eSolutions, in the role of supplier of charging technology, and Stellantis automotive group.
Position
For Atlante France we are looking for a **Customer Care Manager** who can ensure ongoing support to our customers and network with them, making sure the achievement of the highest fulfilment degree of their expectations, through a mutual relationship capable of creating benefits for both parties.
A Customer Care Manager’s main responsibilities include implementing guidelines and processes defined by Headquarter’s Customer Success Management and Customer Experience offices, managing the Customer Support service providers, onboarding and supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process, guiding the development and improvement of the services starting from customer needs identification and anticipation.
Ultimately, you will work directly with clients to help solve their problems and map their goals with a proactive approach, allow them to fully benefit from Atlante network functionalities and ensure their satisfaction while they are an active account with us. You will also work closely with other Atlante colleagues (Operations, Digital, Marketing, Communications) in order to support them in identifying aspects for improvement on the processes and services provided and to ensure customer questions and concerns are addressed in a timely manner.
**Tasks**:
- Establish and monitor clear client retention goals and KPI
- Contribute to set up the appropriate processes, platforms and tools of data analytics and reporting, in collaboration with HQ Customer Success Management office
- Process milestones for the clients and employees to work toward
- Implement an effective customer onboarding strategy
- Manage Customer Support providers activities, training and related contracts updates
- Assist customers with setting up and navigating programs or software
- Promote the value of the product through customer experience
- Contribute to the dissemination of the culture of customer centricity in the Atlante Spain/France team
- Upsell services and products with the brand image
- Assist in creating training courses and educational materials
- Daily monitor and review customer feedbacks, complaints and concerns in order to continuously improve the customer experience
**Requirements**:
- 2-3 years of experience as a Customer Care Manager or similar role, preferably in the mobility industry
- Experience managing customer support service providers
- Experience promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Mastery of individual productivity tools (excel and powerpoint), as well as of the main data management and analysis systems (power bi, sas, etc.)
- Accountability and personal organization are essential
- A communications or marketing degree is preferred
Other information
**Who are we looking for**:
Atlante is building up a team of formidable professionals who will all share the same traits: unwavering resolve, passion for the energy transition, and firm belief in their own ability to make a concrete contribution to a cleaner and better world. The people we are looking for have diverse backgrounds, come from all walks of life, but they are all hard-working, committed, fast learners, and naturally at ease working as part of fluidly forming teams. They bring specific knowledge and insights, but they are committed to learning new things and open to innovation and challenges all the time. We need people who can roll up their sleeves, can multi-task, are full of positive energy and do not know the word “impossible”. Integrity, collaborative spirit, strong motivation, and ambition (without arrogance) are all in the DNA of our people.
**Location**: Paris / Remote working
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