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Customer Success Manager
Il y a 2 mois
About the Role
As a Customer Success Manager at OVHcloud, you will play a critical role in ensuring the adoption and satisfaction of our customers. Your primary responsibility will be to build and maintain strong, trustworthy relationships with your portfolio of customers.
Main Responsibilities
- Trusted Advisor: Develop and maintain a deep understanding of customer needs and preferences, providing tailored solutions to drive customer satisfaction and loyalty.
- Collaboration: Work closely with cross-functional teams within OVHcloud to ensure customer needs are incorporated into product development and delivery.
- Customer Advocacy: Act as a champion for the customer within OVHcloud, ensuring their voice is heard and their concerns are addressed.
- Onboarding and Adoption: Provide training and resources to help customers get started with our products and services, ensuring a seamless onboarding experience.
- Expansion and Growth: Assist customers in adopting or growing their usage of OVHcloud's services, reducing time-to-value and driving revenue growth.
Future Impact
In the short term, you will:
- Complete onboarding and training to become proficient in pitching OVHcloud's solutions.
- Manage a portfolio of customers, providing daily support and guidance to ensure their success.
- Monitor and analyze performance indicators, identifying areas for improvement and opportunities for growth.
- Contribute to internal projects and participate in team meetings.
In the long term, you will:
- Develop and enforce customer interactions, driving loyalty and retention.
- Become a CSM Referent for at least one Sales cluster, providing expertise and guidance to colleagues.
- Lead international OVHcloud initiatives, driving growth and expansion.
- Undertake loyalty initiatives, collaborating with product and marketing teams to create programs and develop new features.
- Deploy OVHcloud's Success Account Plan (SAP) with customers, ensuring a tailored approach to driving success.
Requirements
- Customer-centric approach, with demonstrable experience in customer-facing interactions.
- Experience in the Information Technology field, with knowledge of cloud, network, operating systems, storage, and/or virtualization.
- Strong interpersonal skills, including diplomacy, eloquence, enthusiasm, and commercial flair.
- Excellent communication skills in English (B2 level required).
- Dedication to delivering a positive impact on internal and external contacts.
- Able to evaluate and control risk, managing situations of conflict.
- Organized, disciplined, and team-oriented, with a strong ability to collaborate with cross-functional teams.
- Autonomous, with the ability to take initiative and drive results.
- A curious mind, comfortable with financial concepts and numerous communication and CRM tools.
Plus
- Vertical and sector knowledge.
- ITIL certification.
