Customer Success Manager 2B

il y a 2 semaines

IssylesMoulineaux, Île-de-France Docaposte Temps plein

Description de la mission

L'alternant.e CSM 2B accompagne les clients dans la mise en œuvre de la solution Digiposte et dans son utilisation. Son objectif est d'assurer la satisfaction et la fidélisation des clients 2B après la vente.

Ses principales activités :

  1. Piloter le déploiement de la solution Digiposte en coordonnant les acteurs internes et externes.
  2. Être le point de contact client post-vente afin de garantir le bon déroulement du service.
  3. Qualifier et prioriser les sollicitations.
  4. Apporter des réponses et des informations dans le respect des SLAs.
  5. Paramétrer l'outil selon les demandes du client.
  6. Suivre l'avancement des demandes et piloter la résolution des incidents.
  7. Assurer le lien entre les clients et les équipes techniques, commerciales, produit, et marketing.
  8. Contribuer à la facturation des services et produits.
  9. Piloter la relation client en animant les comités de suivi, de pilotage et d'incidentologie.
  10. Maitriser la gamme de prestations additionnelles pour les promouvoir et procéder quand possible à des actions d'upsell/cross-sell auprès des clients finaux et/ou distributeurs.
  11. Contribuer à l'amélioration continue et l'industrialisation du service.

Votre nouvel environnement

L'alternant.e CSM 2B travaillera au sein de Digiposte, une entité de collaborateurs à l'esprit Start-Up qui fournit un service de coffre-fort numérique accessible à tous depuis mobile ou web.

Digiposte propose également des services aux Entreprises émettrices de documents dématérialisés comme les bulletins de paie, les factures, les contrats...

L'alternant.e CSM 2B sera intégré(e) à l'équipe Customer Delivery 2B, au sein de la Direction des Opérations, qui est en charge du déploiement, du support et de la satisfaction de ces comptes Entreprise.

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