Customer Success Manager

Il y a 5 mois

Paris, France Promel Temps plein

**Notre Client Edition logiciels/solutions service client**:
Scale-up en forte croissance, éditeur de solutions de relation client augmentée par l’intelligence artificielle (IA - callbot, chatbot, voicebot, Messagingbot) recherche un/une:
CUSTOMER SUCCESS MANAGER (CSM),

anglais courant H / F

Poste basé à Paris

**Le Poste Commercial**:
Rattaché/e au Head of CSM, dans une équipe en cours de création, après l’onboarding des clients donneurs d’ordre réalisé par les chefs de projets vous:

- Prenez en charge le pilotage et l’animation des clients Grands Comptes qui vous sont affectés
- Pilotez au quotidien la performance délivrée par les Callbots (ou chatbots, etc.) au travers de la plateforme de pilotage et de suivi de la performance des agents conversationnels, au travers de la solution d’analyse des conversations client - conseiller, etc., pour garantir la satisfaction client et optimiser le niveau de CA attendu
- Proposez les actions correctives efficaces : évolution du moteur de callbot et des scénarii en fonction des données réelles d’utilisation pour une pertinence optimisée des réponses,...
- Assurez le chiffrage des évolutions que vous préconisez ou que le client vous demande.

Les sujets abordés : couvrir de nouvelles thématiques de besoins clients utilisateurs, définir de nouveaux comportements clients utilisateurs, de nouveaux scenarii conversationnels, une évolution de la « personnalité du bot », rédiger de nouveaux contenus, définir des services avancés qui demandent des développements spécifiques, du type “appeler” les données, les afficher et établir un dialogue entre le bot et des bases de données ou services, etc.
- Accompagnez vos clients (en lien avec les équipes Commerciales) dans leurs réflexions stratégiques visant à optimiser leur organisation de gestion de la relation client en lien avec les solutions d’automatisation pour les centres de contacts
- Préparez et animez les comités de pilotage hebdomadaires et mensuels en lien avec l’équipe Projets et les équipes du client
- Assurez la montée en compétences de vos clients afin qu’ils s’approprient les solutions
- Sensibilisez et formez vos clients aux nouveautés (nouveaux produits, nouvelles fonctionnalités)

**Profil recherché pour cette offre d'emploi**:
De formation Bac+5, ingénieur, école de commerce ou universitaire, vous avez 3 - 5 ans d’expérience:
De Customer Success Manager chez un éditeur de solutions de gestion de la relation client

OU

De Consultant en cabinet conseil (transformation digitale de la relation client, expérience client, parcours clients)

OU

De Responsable de comptes clients chez un acteur de l’externalisation de la gestion de la relation client (BPO)

Vous êtes à même d’adopter une posture à la fois Conseil et de maitrise fonctionnelle, vous êtes appétent par rapport aux enjeux techniques relatifs à l’intelligence artificielle (IA).

Votre anglais est courant.

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