Customer Success Manager

Il y a 7 mois


Paris e, France STUDYCALL Temps plein

En qualité de Customer Success Manager, tu seras à la tête d’une équipe solide d’une dizaine de personnes travaillant à distance. Tu seras garant de la bonne organisation et l'atteinte des objectifs de ventes de tes téléopérateurs.

Tu seras chargé de piloter le projet, de garantir le respect des procédures, de conseiller et de motiver les membres de ton équipe, tout en veillant à leur développement professionnel.

En tant que Customer Success Manager tu auras également pour mission d'analyser les performances individuelles et collectives, et de mettre en place des plans d'actions appropriés pour assurer la satisfaction de nos clients en atteignant les objectifs de productivité tout en maintenant la qualité et la conformité des dossiers.

**Pour cela il te faudra faire**:

- De la supervision : tu seras garant de la gestion et de la qualité de tes agents sur la mission. Pour cela tu devras accompagner et faire monter en compétence ton équipe de 10 personnes. Il te faudra également superviser un auditeur qualité ainsi qu’un formateur pour pouvoir monter en puissance tout au long de la mission.
- De la résolution de problème et de l’analyse de besoin : analyser, proposer des solutions et agir pour que le client soit toujours satisfait.
- De l’analyse de données : Production de reporting, analyse de la data, analyse des performances.
- Des écoutes // La création de grille d’évaluation pour le suivi des appels : tu es le garant de la qualité des appels des agents sur tes missions.
- Du set-up et de l’onboarding : le CRM de notre client n’aura plus de secret pour toi.
- De la création de doc de formation + script sous forme de knowledge graph : pour mettre en avant les touchpoints, l’identité, les processus de notre client.

**Profil recherché**:
Tu as déjà une expérience en Customer Success Manager ou en Account Manager et tu as managé une équipe d'au moins 3 personnes en direct

Maîtrise de CRM

Sensibilité entrepreneuriale

Sens du relationnel très développé et aisance à l’oral

Rigoureux(se), autonome et organisé(e)

Si tu te reconnais alors ce poste est fait pour toi

Type d'emploi : CDI

Programmation:

- Du lundi au vendredi
- Travail en journée

Question(s) de présélection:

- Avez vous déjà managé une équipe de minimum 3 personnes en direct ?

Lieu du poste : Télétravail hybride (75002 Paris 2e)


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