Business Customer Success Manager
il y a 6 jours
Vue d’ensemble:
En tant que Business CSM, vous aiderez nos clients à constituer des équipes performantes grâce à une approche de Talent Acquisition de premier ordre utilisant le Talent Cloud d’iCIMS Équipé d'outils de pointe, dont Gainsight, vous élaborerez et mettrez régulièrement à jour des plans d’actions de réussite mutuelle, en alignant les objectifs des clients sur une stratégie efficace de Talent Acquisition. Avec le support d’équipes cross fonctionnelles, vous assurerez des taux de satisfaction et de renouvellement élevés de votre portefeuille client.À propos:
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsabilités:
- En collaboration avec nos équipes Account Management et Professional Services, vous travaillerez à comprendre les objectifs commerciaux des clients, les produits achetés, les défis, la stratégie et la maturité d'embauche, la stack technologique, etc.
- Comprendre et mettre en œuvre les pratiques normalisées des équipes CSM d’iCIMS, telles que la création d'un engagement récurrent avec les clients, la prise en charge d'un plan de réussite mutuelle et l'examen des activités pour assurer la satisfaction des clients.
- Tirez parti de Gainsight et des plates-formes d'analyse pour développer une compréhension approfondie de l'adoption de nos solutions par les clients, des informations sur les données et des processus tout en comprenant la santé globale du compte.
- Collaborer avec le gestionnaire de compte pour stimuler la croissance et un taux de renouvellement élevé, fournir en permanence des prévisions mises à jour.
- Partenaire en interne sur le parcours client global pour assurer la satisfaction client. Cela peut inclure l'assistance d'un client avec des questions sur les solutions, la fourniture de meilleures pratiques, la réalisation de procédures pas à pas de haut niveau et/ou l'acheminement des questions vers la ressource appropriée.
- Soutenir la compréhension des clients du modèle de support iCIMS et des ressources de formation pour améliorer les compétences et la capacité de libre-service.
- Hiérarchisez et gérez efficacement les projets des clients, assurez la satisfaction des clients en favorisant la responsabilisation et en créant une expérience positive avec les clients.
- Partner with cross-functional teams including account management and professional services to understand customer business objectives, products purchased, challenges, hiring strategy and maturity, technology stack, and more.
- Understand & deliver iCIMS Standardized practices for Customer Success such as building a recurrent customer engagement with customers, support mutual success plan and business review to ensure customer satisfaction.
- Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.
- Collaborate with the Account Manager to drive growth and high renewal rate, provide continuously an updated forecast.
- Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting high level walkthroughs, and/or routing questions to the appropriate resource.
- Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.
- Effectively prioritize and manage customer projects, own customer satisfaction by driving accountability and creating positive experience with customers.
Qualifications:
- Expérience dans un rôle en contact avec le client pour une organisation axée sur les solutions avec la responsabilité du support client, des renouvellements, de l'expansion ou de la formation, ou expérience dans un rôle d'acquisition de talents/ressources humaines.
- Une passion pour aider les clients à résoudre les problèmes commerciaux avec des solutions technologiques avancées.
- Capacité à utiliser des données et des analyses pour créer des informations pratiques afin d'élaborer des plans stratégiques pour les clients et de démontrer la valeur.
- Expérience dans l'établissement de relations avec plusieurs personnalités de clients pour aligner les objectifs commerciaux sur la stratégie technologique et soutenir leur succès continu.
- Capacité à hiérarchiser les demandes concur
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