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Customer Success Manager
Il y a 2 mois
Nous recherchons un Stratégiste en Succès Client polyvalent avec une forte appétence technique, à la fois passionné par les technologies Front Web (JS, CSS) le Product management et la relation client.
En binôme avec un Responsable de Succès Client confirmé et en étroite collaboration avec les experts Frond-End et les Technical Account Managers Kameleoon, vous participez à la mise en place de solutions de personnalisations innovantes pour nos clients stratégiques.
Vous aurez pour mission principale l'accompagnement d'un de nos clients stratégiques (environ 60 à 70% de la charge) :
- Product management - lié à des fonctionnalités spécifiques pour ce client :
- Pilotage de la roadmap du produit custom dédié au client, y compris gestion des releases, des projets de refactorisation et de maintenance
- Briefing métier et technique à partir des demandes d'évolutions du client
- Suivi de l'implémentation des évolutions avec l'équipe de développement dédiée (3 développeurs)
- Recette des nouvelles fonctionnalités et projets livrés
- Gestion de la relation client au niveau opérationnel
- Participation aux points de suivi quotidiens avec le client
- Reporting et participation aux comités de pilotage mensuels
- Détection et développement des opportunités d'upsell sur le compte
- Garant de la satisfaction client (suivi, remontée d'alertes, plans d'actions en cas de dégradation de la satisfaction...)
- Analyse et résolution des problématiques remontées par le client et escalade aux experts developpement ou produit si besoin
En transverse, vous serez amenés à contribuer sur différents comptes (30 à 40% de la charge) :
- Gestion de projets stratégiques en binôme avec les CSMs d'autres comptes
- Aide à l'analyse et résolution de problématiques produit, data ou technique
- Aide à l'amélioration continue de nos process et à la mise en place de bonnes pratiques Consulting
Compétences et expériences attendues :
- Profil ingénieur ou équivalent
- Une 1ère expérience réussie dans le digital
- Connaissances techniques Front Web (JS/CSS)
- Expérience en gestion de projet et/ou Product management
- Fort esprit d'analyse pour résoudre les problèmes
- Curieux
- Rigoureux
- Un entretien téléphonique avec un Team Lead Customer Success
- Un entretien en présentiel avec votre future équipe
- Un entretien avec le Head of Customer Success et le Chief Customer Officer ou le Country Manager France
- Un environnement de travail stimulant et dynamique
- Prendre part à une entreprise qui grandit rapidement à l'international
- 25 + 7 jours de congés par an
- Télétravail hybride
- Variable annuel en fonction de la performance
- Swile pour les tickets restaurant