Customer Excellence Expert

Il y a 6 mois

Lyon, France Clasquin Temps plein

**PASSION, CHALLENGE, RELIABILITY, PROACTIVITY, ACCURACY, INNOVATION**

Are you interested in working for a medium-sized international company specialized in freight forwarding, showing a clear strategy in operational excellence and with a double-digit growth for 20 years?
Are you **reliable**, recognized as a great team player with excellent **analytical** skills? Do you constantly **challenge** yourself and others to improve? Do you think out of the box and are you **innovation** driven? Are you **passionate by technologies** applied to the supply chain & transport industries?
Do you feel in line with our Motto: The Clients, Profit & Fun Company?

Then join CLASQUIN as a **Customer Excellence Expert**

Dedicated to selected complex & global accounts, your mission will be:
**Pre-Sales: Assist sales force in commercializing Clasquin digital solutions (Live by Clasquin)**
- Be an expert on our solutions and maintain up to date knowledge of supply chain & transport industries, market trends, technologies & competition landscape
- Raise sales force awareness and understanding of our digital solutions and the use of its different modules based on client needs (Live, Business intelligence, EDI, PO Management, Green offer).
- Assess client’s needs in respect of the scope of work expressed in tender or RFI/RFQ (Request For Information / Request for Quotation) while respecting the guideline of Clasquin Global Offer
- Assess feasibility and confirm macro planning & budget to sales forces
- Reply to selected tenders for the part dedicated to information management

**On-boarding: Implement the offer**
- Act as the project manager of the implementation with regards to digital solutions, define the priority and raise potential alerts
- Challenge both internal teams as well as client teams in order to stay on course with objectives
- Identify champions at the client in order to facilitate appropriation
- Coordinate with our Operations Process & Control (OPC) team and ensure that there is a specific documented process is provided to operations and OKAM (Operational Key Account Manager).
- In case of improvement/evolutions of Digital Solutions are necessary work with the different product owner to validate the target solution, its feasibility and potential budget
- Implement the supervision: set up key indicators (KPI-Performance, KOI-Operational, Financial-KFI), tracking and monitoring charts as per the contract.

**Define & Achieve the joint success program**
- Define and achieve the “joint success program” together with the client and build our common success story
- Implement ad-hoc governance together with operations, OKAM and the client and ensure it is executed and documented properly
- Organize QBR during stabilization phase, set QBR standard & ritual, act as advocate for our clients
- Share feedback to the solutions teams in order to participate to the continuous improvement of our solutions, maintain high-level animation
- After a stabilization period, make sure that the governance is transferred to the OKAM
- Solutions
- Propose communication plan with the clients
- Ensure customer's success in services renewal, adoption and identify opportunities for up-sell and cross sell

**Requirements** for this permanent contract, based in Lyon:
You have a background in supply chain & transportation, working with clients (as sales, customer service,) with experience on project management. Highly organized with a strong sense of urgency to meet deadlines, you are analytical and solution oriented.
You are technology literate (applied to Transportation market is a plus).

You are willing to travel domestically.
You are fluent in English. Spanish or Portuguese are an asset.
- All our positions are open to people with disabilities._

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