Customer Success Manager 2B

il y a 2 semaines

IssylesMoulineaux, Île-de-France Docaposte Temps plein

Description de la mission

Le/la CSM 2B sera intégré(e) à l'équipe Customer Delivery 2B, qui est en charge du déploiement, du support et de la satisfaction de ces comptes Entreprise.
En charge d'un portefeuille de plusieurs distributeurs et comptes Entreprise en direct, le CSM 2B accompagne ses clients dans le déploiement de la solution et dans son utilisation. Son objectif est d'assurer la satisfaction et la fidélisation des clients 2B après la vente. 
Piloter le déploiement de la solution Digiposte en coordonnant les acteurs internes et externes en veillant au respect des engagements (coûts/qualité/délai) 
Etre le point de contact client post vente afin de garantir le bon déroulement du service Qualifier et prioriser les sollicitations 
Apporter des réponses et des informations dans le respect des SLAs 
Paramétrer l'outil selon les demandes du client 
Suivre l'avancement des demandes et piloter la résolution des incidents 
Assurer le lien entre les clients et les équipes techniques, commerciales, produit, et marketing. 
Contribuer à la facturation des services et produits 
Etre le porte-parole des clients dans la remontée et la priorisation des besoins identifiés pour améliorer les services et produits Digiposte 
Piloter la relation client en animant les comités de suivi, de pilotage et d'incidentologie avec les clients 
Contribuer à l'amélioration continue et l'industrialisation du service 
Améliorer les processus et les outils utilisés

Nombre de postes à pourvoir

1

Votre nouvel environnement

Connaissance des processus de gestion de paie et du domaine RH
Connaissance des Systèmes d'Information RH
Connaissance des outils CRM (SalesForce) 

Nous vous accompagnons

Selon vos expériences et votre profil, des mesures d'accompagnement pourront être envisagées dans le cadre de votre prise de poste.

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