Customer Success Manager
il y a 1 mois
Job Category:
Opportunity Awaits at Altus Group
Consultant Customer Success
Immersion Express chez Finance Active
Présentation de l’Entreprise
Au service des entreprises, collectivités locales et établissements bancaires, Finance Active qui fait partie d’Altus Group, propose des solutions pour améliorer la gestion de la dette et des risques financiers. Notre ambition est simple : leur faire gagner du temps, de l’argent et les aider à décider plus vite sur des sujets financiers complexes.
Notre équipe
Nous sommes 175 collaborateurs aux compétences variées. Notre point commun : l’esprit de conquête.
Notre vision de la Finance
Grâce à la combinaison de nos technologies et notre expertise, nous cherchons à rendre la finance plus accessible et transparente à nos clients. Nous facilitons la collaboration entre les acteurs de l’écosystème financier.
Funfacts
- Toute Fintech que nous sommes, nous existons en réalité depuis 20 ans et sommes leaders sur notre marché
- Notre entreprise a été créée par deux amis dans leur appartement : aujourd’hui nos bureaux sont dans 6 pays
- Nous monitorons 1500 Md€ de Dettes et Garanties soit 2 fois plus qu’en 2019.
Description du poste
Le/La Customer Success Manager a comme objectifs la satisfaction et la fidélisation des clients de son portefeuille. Ses principales missions sont dans la zone EMEA:
- Gérer le portefeuille client de l’entreprise et en assurer son développement.- Accompagner le client, être leur interlocuteur. Ecouter les clients pour identifier et répondre à leurs besoins. Gérer les réclamations des clients.- Le suivi de la stratégie de fidélisation client.- Suivre le plan d’action et analyser les résultats et indicateurs de performance.-
- Analyser l’expérience utilisateur et proposer des pistes d’amélioration.-
- Rédiger des rapports. Faire un suivi régulier et proactif des comptes déployés pour s’assurer de la satisfaction des clients et du bon usage de la solution par les utilisateurs.-
- Coordonner et fédérer des équipes de travail.- Back-office pour s’assurer de la qualité des données clients saisies dans les solutions,-
- Commerciales dans le but de détecter des opportunités commerciales (upsell/cross-sell) sur la vente d’abonnements, de prestations de conseil ou de services additionnels,-
- Marketing pour identifier les points clés de satisfaction des clients et ainsi créer des customer success stories,-
- Produit et R&D pour remonter les besoins d’évolutions et améliorations techniques à apporter à nos solutions,-
- « professional services » pour le déploiement des gros comptes clients,-
- « riskedge » pour la production de mission de conseil et d’expertise financière.-
- Gérer le flux des demandes clients- Renouvellement des contrats clients
**Qualifications**:
- Parler couramment anglais
. Formation supérieure (université ou école de commerce), de niveau Master finance et/ou banque
- Maîtrise d’Excel
- Organisation, rigueur et bonne gestion des priorités.
- Qualités d’analyse, de rédaction et de synthèse.
- Bonne expression écrite et orale. Discours clair, structuré, argumenté. Pédagogie.
- Attrait et intérêt pour l’utilisation de solutions logicielles,
- Sens du service et de la relation client. Aisance relationnelle, capacité à créer un climat de confiance
- Esprit d’équipe, flexibilité et entraide.
- Connaissances sur les produits de taux : emprunts, swaps, options, etc.
- Bonnes notions en macro-économie
Informations supplémentaires
- Qualité de la relation client : satisfaction et fidélisation du parc client (valeur de parc)
- Qualité et fiabilité des données intégrées et mises à jour, dans les plateformes et dans l’outil CRM,
- Respect des procédures en place et des délais,
- Contribution à la commercialisation d’offres additionnelles sur le portefeuille clients.
- Come realize your potential at Altus Group_
Altus Group is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs.
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