Customer Success Manager

Il y a 6 mois


Paris, France PlayPlay Temps plein

**INTRODUCTION**

Chez PlayPlay, l’équipe CSM est divisée en** 3 pôles **qui correspondent chacun à une typologie de clients:

- Le pôle **Mid-Market** : entreprises de 100 à 5000 employés, avec quelques opportunités d’expansion.
- Le pôle **Enterprise** : Grands Comptes (> 5000 employés), avec quelques licences (entre 5 et 30) et un fort potentiel d'expansion.
- Le pôle **Strategic** : Grands Comptes (> 5000 employés), avec beaucoup de licences (plus de 30) et encore un fort potentiel d'expansion.

En tant que CSM Mid-Market, **tu seras donc chargé(e) de l’onboarding, de l’accompagnement et de la fidélisation d’un portefeuille de clients Mid-Market.** Ton objectif sera de suivre l’adoption de tes clients, maximiser leur satisfaction et assurer leur renouvellement. Aussi bien par écrit qu’à l’oral, en français et en anglais

Tu es passionné(e) par la vidéo et tu es persuadé(e) que le futur du digital se passera sur ce canal ? \uD83D\uDE09

Aider les gens et faire en sorte qu'ils se sentent mieux te donne le sourire ?

Tu regorges d'idées créatives pour apporter de la valeur à tes clients ?

N'hésite plus à postuler

**LES MISSIONS** \uD83D\uDCAA

**Gérer un portefeuille de clients**:

- Suivre chaque client de l’onboarding jusqu’au renouvellement, en veillant à leur satisfaction continue
- T’assurer que tes clients atteignent leurs objectifs avec PlayPlay (ROI)
- Piloter l’adoption de l’outil grâce à des KPIs d’usage
- Assurer un faible taux de churn sur ton portefeuille
- Identifier les potentiels d’expand

**Accompagner tes clients dans leur création vidéo**:

- Les aider à définir leur stratégie éditoriale avec PlayPlay
- Créer du contenu pour les aider à mieux utiliser la plateforme
- Leur donner des conseils pour améliorer leurs vidéos

**Participer à des projets annexes**:

- Améliorer nos processus internes (suivi client, formation des CSMs )
- Enrichir notre offre d’accompagnement
- Participer à des projets inter-équipes (ex : créer des customer stories avec l’équipe Marketing)

**Etre le porte-parole du client en interne**:

- Equipe Produit : Faire remonter les retours des clients pour aider au développement de la plateforme
- Equipe Sales : Accompagner les Sales en avant-vente et détecter des opportunités d’expand
- Tout PlayPlay : Partager la connaissance client à toute l’entreprise à travers des présentations régulières, et des channels slack dédiées

**TES COMPÉTENCES \uD83C\uDFAF**:

- ** Au moins une première expérience (minimum un stage de 6 mois) en tant que Customer Success Manager** ️
- Capacité à proposer régulièrement des idées créatives pour apporter de la valeur à tes clients
- ** Niveau d'anglais courant (C1 - C2)** \uD83C\uDDEC\uD83C\uDDE7

**À PROPOS DE TOI ❤️**:

- ** Bon(ne) communicant(e)**: Tu possèdes une véritable aisance relationnelle et d’excellentes capacités de communication orale et écrite.
- ** Empathique**: Tu as la capacité de comprendre et d'éprouver les difficultés de tes clients, et de leur donner des conseils personnalisés pour les aider.
- ** Créatif(ve)**: Tu sais proposer et mettre en place des idées impactantes pour dorloter tes clients
- ** Analytique**: Tu suis les usages de tes clients afin d’optimiser l'utilisation de la plateforme.
- Passion pour les Gifs de panda. \uD83D\uDC3C\uD83D\uDC3C\uD83D\uDC3C

**DÉROULEMENT DES ENTRETIENS**:

- Entretien téléphonique avec une personne de l’équipe RH
- Entretien avec Estelle, Team Lead Customer Success Manager Mid-Market.
- Home Assignment avec Estelle, Team Lead Customer Success Manager Mid-Market et une autre personne de l’équipe CSM
- Culture Interview avec deux personnes en dehors de l’équipe CSM
- Executive Interview avec Sophie, la Head of CSM


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