Customer Success Manager F/H
il y a 5 jours
Nous recherchons un professionnel expérimenté pour occuper le poste de Customer Success Manager. Vous serez chargé de suivre un portefeuille de clients, de maximiser leur satisfaction, d'en assurer le suivi et leur fidélisation.
Compétences requises- Organisation et dynamisme
- Excellent relationnel
- Esprit de synthèse et d'analyse
- Capacité à travailler en autonomie
- Esprit d'initiative
- Curiosité et créativité
- Expérience dans la relation client, le conseil, la gestion de projets ou le pilotage transverse
- Pédagogie et capacité à résoudre des problèmes
- Conseiller le client pour l'aider à faire le meilleur usage de sa solution
- Comprendre la stratégie métier du client et ses objectifs à moyen et long terme
- Analyser et présenter les données d'usages, l'adoption du client à travers des rapports et des KPI
- Travailler à poursuivre les résultats stratégiques du client en incitant les utilisateurs chez le client à mieux utiliser la solution déployée et proposer les adaptations adéquates
- Informé le client sur la vie de la solution et les évolutions éventuelles
- Sécuriser les évolutions de la solution en présentant les nouvelles fonctionnalités prévues par l'éditeur et par Orange
- Accompagner le client sur les aspects opérationnels en vie de solution
- Identifier et traiter les nouveaux besoins d'évolution du client
- Détecter les opportunités d'upsale, coordonner les demandes d'évolution de services complexes
- Qualifier les demandes du client et y répondre notamment en sollicitant les experts ou interlocuteurs adaptés
- Mesurer la satisfaction du client et mettre en place des plans d'action adaptés pour la maintenir
- Solliciter régulièrement les clients afin d'obtenir leurs feedbacks sur la solution
- Remonter à l'éditeur les demandes de fonctionnalités supplémentaires
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