Customer Success Manager

Il y a 2 mois


Paris e, France ZOZIO Temps plein

Nous sommes à la recherche de notre premier Customer Success Manager qui aura la responsabilité d’accompagner ses clients dans l’usage des services ZOZIO et de devenir leur interlocuteur référent.

**Tes missions principales seront**:

- Gérer un portefeuille de clients pour les accompagner dans la prise en main du service,
- Répondre aux réclamations, s’assurer du respect de nos SLA internes et de la qualité des échanges avec les clients dont tu auras la responsabilité,
- Analyser de façon pro-active et régulière l’état du service (Parc IoT, Modules de la plateforme de services, Tickets en cours, ) pour anticiper les réclamations et proposer des actions correctives,
- Coordonner les interventions et la communication client en cas d’incident majeur,
- Informer les clients des interventions programmées et des évolutions fonctionnelles de la plateforme de services,
- Surveiller et analyser les usages des clients, identifier les freins et les axes d’améliorations,
- Collaborer avec l’Account Manager pour identifier des pistes d’upsell,
- Préparer en interne et piloter les réunions trimestrielles SAV avec le client.

**Profil recherché**:

- Tu as une formation d’ingénieur ou équivalent ainsi qu’une expérience d’au moins 3 ans au contact des acteurs de l’industrie,
- Orienté(e) Client, tu es excellent(e) communicant(e) tant à l’oral qu’à l’écrit, en français et en anglais,
- Curieux(se), tu aimes apprendre et comprendre les spécificités de chaque client,
- Rigoureux(se) et structuré(e), tu es l’interlocuteur(trice) principal du client,
- Tu assures la qualité des interactions avec lui et la coordination des différents projets qui l’impactent,
- Impliqué(e), tu sais être force de proposition et contribuer à l’amélioration du service ZOZIO,
- Tu sais faire preuve d'esprit d'équipe, de fiabilité et de proactivité. Tu sais être autonome dans ton travail, et tu sais trouver des solutions aux problèmes que tu rencontres,
- Une expérience dans le domaine de la logistique industrielle serait un plus.

Type d'emploi : Temps plein, CDI

Salaire : 40,00€ à 50,00€ par an

Avantages:

- Participation au Transport
- RTT
- Titre-restaurant
- Travail à domicile

Programmation:

- Du Lundi au Vendredi
- Travail en journée

Types de primes et de gratifications:

- Primes

Formation:

- Bac +5 (Master / MBA) (Exigé)

Langue:

- Anglais (Exigé)

Lieu du poste : Télétravail hybride (75009 Paris 9e)


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