Team Lead Customer Success Manager

Il y a 5 mois

Paris e, France ChooseMyCompany Temps plein

**À propos**

Créée en 2011, ChooseMyCompany est une **Entreprise à Mission ** certifiée B-Corp

**Notre finalité **:améliorer et valoriser la performance RH et RSE des organisations

Pour améliorer la performance et l'engagement

Pour développer l'attractivité vis-à-vis des talents, clients et investisseurs

**Notre mission**

2. L’accompagnement de ses clients dans l’interprétation des data et la mise en place de plans d’actions rapides et mesurables

3. La communication d’avis certifiés ESG et de labels RSE et RH dans un large écosystème digital, médiatique, écoles et événementiel

**Notre offre commerciale**

Proposer à nos clients l'abonnement à un logiciel SaaS permettant le recueil, l’analyse et la communication d’avis certifiés ESG. Puis, s’ils souhaitent progresser, un accompagnement personnalisé reposant sur la mesure de l’efficacité des actions engagées.

**Nos clients**

Plus de 1 000 entreprises et organisations, de toutes tailles et de tous secteurs, en France et à l’international.

ChooseMyCompany travaille avec les 3/4 des entreprises du CAC40, des entreprises de taille intermédiaire, des PME et des StartUp.

Au cœur de ses préoccupations : garantir à chaque client un haut niveau de qualité dans l’analyse de la data et le service rendu, mais surtout lui proposer régulièrement des innovations techniques, RH et RSE.

**Aujourd'hui, ChooseMyCompany c'est**:

- Une entreprise à Mission de 60 salariés avec la volonté de placer l'Individu au coeur des organisations
- 20% de croissance par an
- Rentable et indépendante financièrement : 75% du capital est détenu par les 3 fondateurs opérationnels CEO, CRO et CTO
- L'accompagnement d'IMPACT Partners (fonds à impact social)
- Une présence internationale (Espagne, Allemagne, Danemark et Benelux) mais 100% made in France
- 800 clients qui renouvellent leur confiance à 90% chaque année

**Descriptif du poste**

En tant que **Team Lead Customer Success Manager (CSM),** Vos missions seront les suivantes:
Vous rejoignez l’équipe Relation Clients composée d'une Head of Customer Success, d'une Team Lead et de 12 CSM en charge de l’accompagnement de nos clients dans la conduite de leurs programmes de réputations ESG.

Sous la responsabilité de Capucine, Head of Customer Success _**vous avez la responsabilité managériale de 4 CSM**_. Les CSM sont organisés en pôle client. Le pôle est composé de deux _Key Account Manager (KAM) et de 4 CSM_.

L’objectif du pôle est de **:garantir la satisfaction du client, maintenir notre taux de renouvellement des clients à 90%, augmenter de 30% le montant du Chiffre d’Affaire par pôle.**

Vos missions seront les suivantes:

- Organiser, répartir et planifier l’activité de l’équipe CSM
- Définir et suivre les objectifs individuels et collectifs de l'équipe
- Piloter le reporting de l’équipe
- Développer les compétences et les performances des membres de l'équipe par le biais de formations, de coaching et de suivis réguliers
- Accompagner les CSM dans la gestion de projets clients complexes et leurs compréhension des enjeux clients
- Gérer les interactions avec les autres départements (Produit Développement, Sales, Communication/Marketing, Academy, RH, Finance) afin d'assurer le partage de l'information et remonter les besoins de l'équipe et des clients
- Proposer des actions et des évolutions de process afin de garantir la motivation, l'engagement et la productivité/efficacité de l'équipe CSM
- Etre moteur dans la démarche d'amélioration continue de l’équipe et de l’entreprise

**Profil recherché**

Diplômé.e d'un Master en école de commerce ou université, de _**3 à 5 ans d'expérience en tant que CSM dont au moins 2 ans en tant que manager.**_

Vous avez une expérience significative en gestion de projet, SIRH / SaaS dans un _**environnement RH.**_

Vous avez une réelle appétence sur les _**notions RH**_ (comprendre les enjeux RH de nos clients, marque-employeur, recrutement, etc) et dans la gestion de projet.

Vous faites preuve de beaucoup de rigueur dans la gestion de projet, de pédagogie et d'un excellent relationnel.

Vous êtes reconnu.e pour vos compétences managériales fortes.

Vous avez un bon niveau d'anglais, une deuxième langue serait un plus.

Vous aimez le travail en équipe.

Pour ce rôle, une expérience de gestion de projet / service client sera indispensable pour pouvoir accompagner vos clients et les embarquer dans notre univers de réputation ChooseMyCompany.

**En rejoignant nos équipes, nous vous garantissons**:

- En rejoignant nos équipes, nous vous garantissons:

- L'opportunité de contribuer à un **projet à Impact**, celui d'Améliorer la Relation au Travail pour toutes et tous
- Une montée en compétences sur une multitude de sujets **dans un environnement challengeant et dans une entreprise en forte croissance**:

- Télétravail possible jusqu'à **2 jours** par sem

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