Customer Success Manager

il y a 3 semaines


BoulogneBillancourt, Île-de-France A2MAC1 Temps plein

KEY RESPONSIBILITIES

. Establish and nurture enduring relationships with designated clients, assisting them with challenges while consistently providing a positive, customer-focused experience.

. Evaluate client data to assess customer satisfaction and proactively devise corrective strategies when necessary, conducting peer comparisons.

. Collaborate with the account management team to formulate effective growth strategies for your assigned clients.

. Address account escalations and develop appropriate action plans to mitigate significant customer issues.

. Enhance customer value, promote product utilization, and improve customer experience to ensure contract renewals.

. Serve as a liaison between sales, product development, delivery, and marketing teams.

. Act as the technical point of contact between clients and the Product & Delivery teams to ensure seamless execution of sales initiatives.

Pre-Sales Support

. Function as a technical partner alongside the account team, aligning sales objectives with technical challenges.

. Equip the sales team with relevant peer benchmarks to uncover upselling prospects.

. Collaborate on account strategies aimed at expanding the assigned client base.

. Foster teamwork to drive sales growth and enhance customer satisfaction.

. Serve as a subject matter expert on our product and solution offerings.

. Cultivate technical interest aligned with participant profiles and specific requirements.

. Identify client needs and tailor our value proposition to address specific challenges.

. Showcase the value of A2MAC1's solutions (Platform, Costing & Sustainability Solutions, etc.) to clients.

. Conduct technical presentations and live demonstrations.

. Organize pilot programs and provide test access to our solutions and products.

Post-Sales Support

. Facilitate the successful implementation and adaptation of A2MAC1's solutions and products for clients.

. Conduct training sessions and workshops for clients to ensure smooth onboarding and engage additional user groups.

. Anticipate potential churn risks based on usage and sales analytics, implementing appropriate countermeasures.

Enhancing Adoption & Utilization of A2MAC1's Solutions

. Collaborate with product and marketing teams to boost awareness of our solutions through webinars, seminars, product videos, and events.

. Promote the usage and adoption of A2MAC1's solutions among assigned clients through targeted initiatives such as training sessions, tech days, webinars, parts exhibitions, and workshops.

. Analyze user statistics, account assessments, and peer reviews/benchmarks to identify upselling opportunities.

. Ensure effective product usage and training.

Bridging the Gap Between Clients & Product Development

. Represent the voice of the customer to provide insights for the development roadmap.

. Assist product developers with product validation (Quality & Value).

. Support product development by gathering enhancement suggestions (Value Add & UI).

. Prepare the market by introducing innovative offerings to select pilot clients.

Qualifications

Professional Experience

. Bachelor's degree in Mechanical or Software Engineering.

. Experience in the automotive industry or SaaS markets.

. Minimum of 3-5 years of experience in Customer Service, Customer Success, or Sales Support within relevant sectors.

. Experience in value-based selling is advantageous.

Skills & Competencies

. Familiarity with technologies related to Company Automotive Products is a plus.

. Proven operational excellence in analytical thinking, process development, improvement, problem-solving, and planning.

. Ability to address escalated client issues promptly and effectively.

. Results-oriented and self-motivated.

. Team-oriented with a high level of motivation.

. Exceptional interpersonal and communication abilities.

. Proficient in English.

. Willingness to travel for business purposes.

Benefits

. Flexible working arrangements.

. Meal vouchers.

. Transportation allowances.


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