Customer Success Manager

il y a 4 semaines

Paris e, France Livestorm Temps plein

**L'équipe**:
L'équipe CSM (Gestion de la réussite client) de Livestorm est un groupe de professionnels dynamiques et orientés clients. Ils jouent un rôle clé dans l'intégration et la fidélisation des comptes Entreprise de Livestorm.

Alors que nous continuons à nous imposer en tant que leader sur le marché de l'engagement vidéo, et à construire des partenariats de long terme avec nos clients, nous cherchons à élargir notre équipe. Nous recherchons notre futur Stormie, soucieux de la réussite clients, qui sera en charge de l'intégration, de la fidélisation et du développement de notre portefeuille de clients. L'équipe travaille en étroite collaboration avec les Account Executives (Responsables des Comptes Clients) pour favoriser l'adoption, l'engagement des utilisateurs et la croissance desdits comptes.

Vous serez rattaché(e) à notre CSM Team Lead (Responsable d'équipe), et collaborerez étroitement avec toutes nos équipes (marketing, ventes, service client, produit et finance) afin de garantir le succès auprès de nos clients existants.

Livestorm est une société travaillant entièrement à distance. En effet, les Stormies sont situés entre la France, l'Ile Maurice, le Portugal, l'Espagne, les Etats-Unis,...

**Mission**:
Dans ce rôle, vous serez en charge de:

- Soutenir notre équipe CSM en gérant nos clients de niveau 1 (comptes Entreprise)
- Contribuer à l'amélioration de nos processus et sélectionner les bons outils afin d'aider l'équipe à être toujours plus efficace
- Être le point de contact et le partenaire de confiance de nos clients
- Être en charge de l'intégration des clients
- Gérer nos sessions hebdomadaires avec les clients Livestorm
- Gérer les questions quotidiennes provenant de ces comptes
- Collaborer avec les équipes de vente et service clients pour offrir une expérience client exceptionnelle
- Travailler en partenariat avec l'équipe produit pour partager des retours d'informations terrain détaillées et concrètes
- Travailler en collaboration avec les Account Managers pour gérer votre portefeuille de clients, comprendre leurs objectifs et leurs défis
- Les soutenir pour les renouvellements de contrats
- Travailler avec notre directrice du département pour exécuter et améliorer la stratégie de l'équipe.

**Team description**:
Livestorm’s CSM Team is a group of dynamic and client driven professionals who play a key role in the onboarding and retention of Livestorm’s Enterprise accounts.

As we continue to establish ourselves as a market leader in the video communication market and building long term partnerships with our clients, we are looking to expand our Team and bring on an experienced customer success professional who will be in charge of onboarding, retaining and nurturing our customer portfolio. We work alongside the Account Management Team to drive adoption and user engagement and account growth.

You will report to our CSM Team Lead and Senior CSM Manager, and will closely collaborate with all our Teams (Marketing, Sales, Customer Care, Product and Finance) to drive maximum value and success with existing customers.

Livestorm is a full remote company. As a matter of fact, Stormies are located between France, Mauritius, Portugal, Spain, USA,...

**Mission**:
In this role, you will:

- Support our CSM team by managing our Tier 1 clients (Business accounts)
- Help improve our processes and select the right tools in order to help the team improve its global efficiency.
- Be the point of contact and trusted partner for the clients
- Be in charge of customer onboarding
- Manage our weekly Livestorm Client walk-in sessions
- Manage day-to-day queries coming from these accounts
- Partner with the Sales and Customer Care teams to ensure an exceptional customer experience
- Partner with the product team to provide detailed and actionable feedback to the team
- Work with the Account managers to manage your customer portfolio, understand their KPIs and challenges
- Support our Account Managers Team for Customers renewals
- Work with the department head to execute and improve the success strategy.

Pour ce poste de stagiaire dédié à la réussite clients, nous recherchons quelqu'un ayant les compétences ci-après:

- 3 à 4 ans après l'obtention du Baccalauréat (une convention de stage française est nécessaire pour un stage de 6 mois)
- Bilingue français et anglais
- Intérêt pour les logiciels, les outils et les processus
- Volonté de mettre les mains dans le cambouis et d'approfondir les missions qui vous sont confiées
- Capacité à endosser plusieurs rôles
- Excellentes compétences organisationnelles et de communication
- Une expérience avec un produit technique ou des webinaires est un grand avantage
- Excellentes compétences en communication et en résolution de problèmes
- Souplesse et agilité pour s'adapter rapidement aux changements dans un environnement de start-up
- Capacité à travailler de manière au

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