Team Lead Customer Success

il y a 1 mois


Paris e, France Bibak Temps plein

**BIBAK (ex-La Consigne GreenGo) est une solution tech industrielle pour faciliter le retour des contenants et maximiser leur réemploi.**:
**Avec une ambition : engager un large mouvement pour faire du retour des contenants une action quotidienne.**:
**Nous recrutons, au sein du pôle opérations et sous la responsabilité de la COO, notre futur Team Lead Customer Success **:
**En contact direct avec les clients et les équipes internes, ton rôle consiste à**:
**Constituer et encadrer l’équipe Success au quotidien**:
**Recruter les membres de l’équipe Success**:
**Former et manager l’équipe Success au quotidien**:
**Définir et mettre en place la stratégie Success**:
**Définir la roadmap Success**:
**Définir les KPIs et le reporting Success**:
**Améliorer en continu les outils et les process de suivi client pour une meilleure efficacité opérationnelle et pour garantir la satisfaction des clients**:
**Mesurer la satisfaction globale des clients et contribuer à l’amélioration continue de la solution BIBAK**:
**Créer et envoyer les enquêtes NPS aux clients B2B**:
**Analyser les résultats et mener l’élaboration des plans d’actions correctives, en collaboration avec toutes les équipes internes**:
**Garantir l’avancée des différents chantiers d’amélioration de la satisfaction client**:
**Driver la performance de chaque client**:
**Analyser en profondeur la performance des clients sur les différents KPIs**:
**Contrôler l’envoi des rapports d’impact aux clients**:
**Elaborer des plans d’actions correctives pour améliorer la performance des clients**:
**Gérer les besoins day-to-day des clients lancés**:
**Gérer les commandes de réassort de tous les clients (contenants, caisses, etc.) avec les équipes Achats et Supply (jusqu’à la facturation)**:
**Gérer les demandes ponctuelles des clients**:
**Suivre l’exécution in-store des clients retail (stocks, présence de l’offre, merchandising, promo)**:
**Participer aux forecasts de contenants**:
**Ton profil**:
**Tu as une formation supérieure bac + 5 type école de commerce ou d’ingénieur ou équivalent**:
**Tu as 3 à 5 ans d’expérience en Relation Client / Customer Success Management au sein d’une start-up tech en environnement B to B**:
**Tu as une première expérience réussie en management (2 personnes minimum)**:
**Tu es à l’aise avec les chiffres, et tu as des compétences solides en data analytics**:
**Tu as un excellent relationnel, tu sais t’adapter à tout type d’interlocuteurs.**:
**Tu es sensible au développement durable et à l’économie circulaire et la mission de réduire les déchets te motive.**:



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