Customer Success Manager Informatique
Il y a 5 mois
Bonjour,
VISIAN est une société de conseil spécialisée autour de l'innovation, la conception produit et la data.
Dans un marché où les enjeux de recrutement sont clés et où le nombre de freelances est en constante augmentation, Visian a créé une entité dédiée au recrutement de freelances experts du digital et d?IT: VASKA.
Dans le cadre de ses projets clients, VISIAN recherche un Customer Success Manager
**En tant que CSM, vous serez responsable de**:
? Piloter la satisfaction des utilisateurs en s'appuyant sur le NPS et conduire les actions d'améliorations partagées avec les utilisateurs
? Maintenir une bonne relation et la satisfaction de l'ensemble de nos utilisateurs, tout en accroissant leur nombre.
? Mettre en place une stratégie pour fidéliser nos utilisateurs
? Mettre en place des KPI et des rapports d'analyse dans cette optique
? Créer et mettre en place des ateliers / solutions innovantes pour garantir la satisfaction utilisateur
**En tant que CSM, vous serez responsable de**:
? Piloter la satisfaction des utilisateurs en s'appuyant sur le NPS et conduire les actions d'améliorations partagées avec les utilisateurs
? Maintenir une bonne relation et la satisfaction de l'ensemble de nos utilisateurs, tout en accroissant leur nombre.
? Mettre en place une stratégie pour fidéliser nos utilisateurs
? Mettre en place des KPI et des rapports d'analyse dans cette optique
? Créer et mettre en place des ateliers / solutions innovantes pour garantir la satisfaction utilisateur
? Prendre en compte les nouveaux besoins émis par nos utilisateurs, ainsi que les insatisfactions
? Accompagner nos utilisateurs dans l'utilisation de nos produits
? Communiquer sur l'état de l'utilisation de nos produits à nos différentes instances
? Animer et créer l'adhésion de nos utilisateurs autour de nos produits
? Rassurer et créer un climat d'échange avec nos utilisateurs, répondre à leurs multiples sollicitations et faire remonter les retours sous forme de feature / User Story dans l'équipe
? Conseiller et solutionner les problèmes de nos utilisateurs
En résumé, vous serez responsable de la bonne intégration de nos produits, de la formation, et du support de ceux-ci.
**Les compétences recherchées**:
? Excellente maîtrise de la relation client
? Maîtrise des techniques de communication
? Bon esprit d?analyse et de synthèse
? Très bon relationnel
? Créativité (comment intéresser et impliquer nos utilisateurs)
? Bonne résistance au stress
Bien à vous,
Nadia
Customer Success Manager avec une bonne expérience sur la mise en place et pilotage des stratégies NPS, Stratégie de fidélisation client, feedback, KPI etc
Expérimenté sur des contextes agile/Safe
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