Group Customer Success Manager
Il y a 2 mois
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.
Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale..
Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin and Jules. We are present in more than 70,000 business locations and give the entire organisation, from c-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.
Client Success is at the heart of everything we do
Our team of Engagement Manager, Adoption Digital Consultant, Expert in Customer Relation, Support Agents and Customer Success Manager are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.
This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team build and maintain a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.
We are looking for a Senior Group Success Manager dedicated to our main global customer in the Bank industry regrouping 30 branches, to join our great CS team. The Senior Group Success Manager will be responsible for:
- Gaining a deep understanding of the group organization and each entity business challenges,
- Delivering exceptional strategy and business support to our key stakeholders at the group level and each entity
- Delivering value and showcasing the impact that Goodays brings to their business
- Maximizing adoption, sharing best practices and driving revenue growth within the group by leveraging efficient and communication strategies at scale.
We are looking for someone who’s willing to make an impact And as we’re growing fast, you’ll adapt and grow with us, taking on new challenges and responsibilities in your role.
**Responsibilities**:
In this role, the Senior Group Success Manager will:
**Centralized Management**:
- ** Multi-entity coordination**: The CSM must ensure that each entity receives the same level of service while tailoring their approach to the specific needs of each entity.
- ** Group knowledge**: The CSM must have a deep understanding of the group's overall challenges as well as the specificities of each entity to be able to adapt recommendations and actions accordingly.
**Engagement & Communication**
- ** Regular webinars**: Organize training sessions and share updates specifically designed to meet the group's needs and its entities. Each webinar could address common and specific topics.
- ** Customized newsletters**: A newsletter dedicated to this group, with information on product updates, best practices between entities, internal case studies, etc.
- ** Consolidation and sharing of best practices**: Centralize best practices from each entity and share them across the entire group. The CSM becomes a facilitator of experience exchange and success sharing between entities.
**Managing Contractual Expectations**:
- ** Monitoring global and individual KPIs**: Ensure that the objectives defined in the master contract are met while also tracking entity-specific indicators to identify opportunities for improvement during QBR.
- ** Consolidated reporting**: Provide consolidated reports at the group and entity level, offering a global view of service performance while enabling a detailed focus on each entity.
**Proactive Relationship Management**:
- ** Feedback coordination**: Centralize feedback from the different entities to identify trends and propose global solutions for the group. The CSM should also work to anticipate needs by providing proactive, tailored advice for the group as a whole.
- ** Relationship with group sponsors**: Maintain close relationships with the group's key decision-makers while ensuring regular contact with local leaders in each entity.
**Synergy & Optimization**:
- ** Process standardization**: Help the entities standardize certain practices or processes related to the use of Goodays, which will optimize the efficiency of each entity.
- ** Group-wide solution usage**: Identify and implement synergies between entities, such as technological integrations or methodologies that can benefit the entire group.
**Desired Education & Experience**:
- Significant experience with account management with the same type of organization (CoE like) and strong attention to revenu
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