Head of Csm
Il y a 2 mois
PARIS
- _
- CDI
- _
- SALES
- _
- 60K À 75K €
- JE PARRAINE UN AMI
LA SOCIÉTÉ
Start-up créée en 2015, elle propose une plateforme SaaS de Social Learning pour engager et fidéliser les équipes en interne en les transformant en communautés d’apprentissage.
Grâce à une technologie unique liée à une pédagogie sociale, elle permet aux entreprises B2B de décentraliser le savoir avec pour objectif de faciliter la transmission des connaissances au sein des entreprises pour que chacun soit à la fois apprenant et formateur.
Dans le cadre de sa croissance, elle recherche son/sa futur(e) Head of Customer Success pour prendre en charge l’équipe CSM et accompagner ses clients principalement grands comptes sur leur plateforme SaaS
DESCRIPTION DU POSTE
En tant que Head of CSM, tu seras responsable d’une équipe composée de 5 personnes.
À ce titre, tu auras pour missions de:
Structurer le pôle CSM en mettant en place les processus adéquats
Suivre, coacher et accompagner l’équipe CSM au quotidien en apportant ta méthode et ton expérience pour les faire monter en compétence
Mettre en place et suivre les metrics définis dans ta stratégie pour atteindre les objectifs en gardant une qualité de service optimale auprès de tes clients
Mettre en place des actions pour fidéliser tes clients et leur faire adopter les nouvelles fonctionnalités et usages avancés dans le monde de la formation
Gérer certains comptes clés de manière opérationnelle pour implémenter et montrer directement l’efficacité de tes méthodes au reste de ton équipe
PACKAGE
Package à définir selon le profil
PROFIL RECHERCHÉ
Tu as au moins 7 ans d’expérience sur une fonction CSM dans l’univers du SaaS dont minimum 3 ans sur une fonction managériale
Tu connais les outils et les méthodes à déployer pour assurer le succès de ton équipe CSM
Tu as un intérêt particulier pour les sujets à impact et ton relationnel te permet de créer du lien facilement avec les équipes/clients
Tu parles anglais couramment pour pouvoir échanger avec des clients à l’international
Enfin, tu es autonome, proactif(ve), dynamique et tu as un vrai leadership naturel pour pouvoir accompagner tes équipes à atteindre les objectifs
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