Customer Success Manager

il y a 3 semaines


Paris e, France Maisons du Monde Temps plein

Maisons du Monde de par son ADN et sa raison d’être est une entreprise singulière, composée de femmes et d’hommes engagés depuis toujours au développement d’une offre unique pour nos clients.

**Chaleureuse, **car l’humain est notre première richesse, notre façon d’être ensemble est primordiale grâce à des relations simples, sympathiques, basées sur l’entraide et la proximité.

**Inspirée, **grâce à l’innovation permanente au service de nos clients, qui nous fait avancer toujours plus loin depuis 25 ans.

**Durable, **car engagés dans les causes les plus nobles autour de projets environnementaux et citoyens, nous prônons l’égalité des chances et le développement de chacun à l'ouverture au monde.

**Contexte**:
Dans le cadre du lancement de notre offre de monétisation de notre marketplace, nous recherchons un(e) Customer Success.

Dans un objectif d’atteinte du CA en 2023, le/la Customer Success manager aura pour enjeux d’assurer l’accompagnement de la croissance du volume d’affaires et le suivi des comptes.

**Vos responsabilités**:

- Effectuer le suivi administratif des vendeurs (Changement de RIB, KYC, demande de modification des pages vendeurs, contrat Trademarketing, facturation diverses, relances recouvrement, etc..)
- Gérer un portefeuille de vendeurs et les accompagner dans leurs premières ventes (aide à l'appropriation de l'outil Mirakl, accompagnement dans le paramétrage des opérations commerciales...)
- Suivre la qualité des vendeurs et s'assurer du respect des principaux indicateurs de performances des vendeurs, rappel des conditions aux vendeurs)
- Résoudre les litiges (entre les clients et les vendeurs, s'assurer de la gestion des incidents par le vendeur)
- Gérer le catalogue vendeur (Sélection et mises à jour des catalogues des vendeurs, suivi des demandes de modifications)
- Relancer les vendeurs pour assurer la modification des fiches produits
- Recueillir des feedbacks et analyser l’expérience des vendeurs marketplace pour proposer des pistes d’amélioration
- Aider au suivi de l'animation commerciale (Analyse des performances, mises à jour des fichiers)
- Analyser les résultats des ventes et effectuer un reporting

Vous partagez nos valeurs **d’Optimisme, de Créativité, d’Engagement et de Proximité**

Vous préparez un diplôme Bac +4/5 en école de commerce, d’ingénieur ou un cursus universitaire en digital. Vous êtes:
Vous êtes engagé(e) sur les sujets environnementaux et la RSE.

Bac +3 minimum en école de commerce/marketing ou formation équivalente axée développement commerciale.

Vous avez une première expérience (stage de 6 mois) idéalement dans la relation client ou un poste de commercial

**Compétences techniques**:

- Bonne expression orale et écrite en français
- Rigueur et esprit d'analyse
- Maîtrise Office : A l'aise avec Excel et Powerpoint
- LV2 Anglais (à l’oral et à l’écrit)
- LV3 Espagnol ou Italien serait un plus

**Softskills**:

- Enthousiaste et autonome
- Pro-actif, être force de proposition
- Bon relationnel, fibre commerciale
- Esprit d'équipe
- A l'aise au téléphone


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