Team Manager Key Account Customer Success Manager

Il y a 6 mois


Paris, France Partoo Temps plein

Partoo est une scale-up saas B2B qui a à cœur d’aider les commerces locaux, grandes entreprises ou PME à se rapprocher de leurs clients. Pour cela, ils ont développé une plateforme tout-en-un et différentes solutions qui s’articulent autour de 3 propositions de valeur : Get found, Get chosen & Get clients.

À travers ces 3 propositions, ils ont développé plusieurs produits qui s’adaptent aux évolutions du parcours d’achat des clients:
**Get found**

Presence: Synchroniser les informations des magasins sur les principales plateformes (Google, Facebook, Waze, etc.), annuaires et GPS.

Store Locator: Aider les clients à trouver le magasin qui leur convient grâce à des données locales actualisées et des filtres dédiés sur les sites web des enseignes.

Réseaux sociaux: Gérer les publications sur Facebook, Google, Instagram, etc.

***

**Get chosen**

Review: Centraliser, répondre et analyser les avis clients reçus sur Google et Facebook.

Booster: Obtenir des avis positifs supplémentaires sur Google par le biais de SMS et de QR codes.

***

**Get clients**

Messages: Centraliser et répondre à tous les messages de chat reçus via Google Business Messages, Messenger et bientôt aussi via Instagram, whatsapp, etc. (templates messages, conversations starter, appels manqués...)

Quelques chiffres
- Un label Happy at Work et l'une des meilleures notes Glassdoor de l'écosystème avec 4.5/5 pour plus de 260 avis ️️️️️️️️️️-> 450+ employés heureux, 37 nationalités différentes, des bureaux à Paris et Barcelone
- Ils gèrent 300 000 points de vente et travaillent de manière transversale avec +1000 chaînes (Carrefour, Generali, Toyota, Décathlon, Leroy Merlin etc.) et +6000 pme dans environ 150 pays.

**RÔLE & IMPACT \uD83D\uDCA5**

Partoo étant leader en France de la visibilité en ligne de points de vente, nous cherchons à renforcer notre équipe Customer Success Manager France pour apporter à nos clients français la meilleure expérience possible. L’accompagnement et la satisfaction client est notre force #1

**EQUIPE \uD83D\uDC99**

Tu évolueras au sein du département Success composé de presque **40 **personnes, répartis en **4** équipes recouvrant nos **4** différents scopes géographiques (France, Italy & MENA, Iberia & LATAM et Europe). Côté Success France, il y a **4** managers (Lucas, Pia entre autre) et 3 CSM Key Account à accompagner dans ton équipe \uD83E\uDD29 Tu reporteras directement à Christel, notre Head of CSM qui a rejoint l’aventure ce mois-ci.

**MISSIONS \uD83D\uDD25**:

- Gérer un portefeuille (700k€) de Key Account (ARR > 50k) comme par exemple Selectour, Auchan, Foncia ou encore Saint-Gobain
- Assurer la satisfaction des clients clefs en les accompagnant à l’utilisation de la solution et leur montrant la valeur de notre solution
- Identifier des opportunités d’upsells pour générer des ventes additionnelles avec l’aide des Account Manager
- Être à la fois joueur et coach, en gérant une équipe de 3 Customer Success, y compris le recrutement, le développement de l’équipe et le maintien de la satisfaction des employés
- Améliorer les process de l’équipe et notre produit en recensant les besoins de nos clients
- **-> Quelques défis ? **La mise en place de communautés, l’opportunité de dessiner le futur et de faire évoluer le métier de CS chez Partoo en apportant plus de digitalisation dans le parcours client, augmenter notre NRR dans un environnement compétitif...
- **-> Principaux KPIs suivis **:Taux de renouvellement (objectif 90%), upsells générés (10% du portefeuille), adoption des outils internes

**NOTRE PROFIL CIBLE \uD83C\uDFAF**:

- Tu as 5-7 ans d’XP en tant que Customer Success pour des grands comptes ou en consulting et au moins 2 ans d’XP en tant que Team Leader
- Tu as une bonne maîtrise d’Excel et Powerpoint
- Tu as la capacité d’être acteur/actrice du changement d’une grande organisation et de convaincre des C-levels.
- Tu es inspiré.e par nos 5 valeurs : Simplicité, High-Standards, Fun, Curiosité, Empathie
- Soft skills : "Problem Solving", Leadership, esprit d’équipe, capacité d’analyse, diplomatie, excellente communication écrite et orale en FR et EN

**PROCESS DE RECRUTEMENT \uD83D\uDEE0**:

- Entretien RH avec Julien Head of TA, en visio (45 min)
- Entretien avec Maya - VP CSM (1H)
- Onsite Case Study
- Entretien Guillaume CCO - Chief Customer Officer
- Suivi d'un Coffee avec l'équipe ️

**Quelques avantages à avoir en tête \uD83C\uDF81**:

- Notre EVP (Employee Value Proposition) détaille précisément ce que Partoo offre : our Employee Value Proposition
- Travailler depuis nos bureaux à Paris dans le 18ème arrondissement
- Participer à la création de produits innovants dans une entreprise à forte croissance
- De nombreuses activités (sport, club de lecture, escalade, cours de musique, séminaires, etc) grâce à nos volontaires d



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