Customer Success Manager Team Leader

il y a 2 semaines

Paris, France AB TASTY Temps plein

As Customer Success Manager (CSM) Team Leader, you will be responsible for managing daily operations and ensuring the CSM team reaches and maintains service levels and exceeds targets across all channels.

You will lead and inspire the CSM team in charge of the french market, to deliver best in class service to our clients in order to drive incremental revenue growth, improve retention rates and increase client satisfaction across their portfolio.

**Contract & Location**
Permanent full-time contract
Paris Office, with a smooth remote work policy (up to 3 days a week)

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A few examples of your responsibilities*

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Team management*

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Be responsible for the management of a customer portfolio and maximise your portfolio’s expansion while reducing churn.
- Strategic consulting of key account clients on long-term testing and personalization optimization strategies.
- Follow your customer portfolio development: onboarding, consulting, retention, expansion.
- Maintain high level of customer engagement and satisfaction with a focus on customer and loyalty
- Tests and Personalizations technical consulting & set-up with the solution
- Analyse and identify new areas for optimization following data analysis
- Recap all activities, performance and measurement KPIs, highlighting insights and success to ensure we are making data-driven decisions to C-levels and end-users
- Lead CRO meetings, workshops & training
- Help providing customer references and case studies
- Help providing constructive feedback to the product team to improve AB Tasty products

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Product & Service Improvements*

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Manage customer feedback and communicate Clients’ needs (evolution, new features, etc.) and issues (platform bugs, data integrity, etc.) effectively to the Product teamTrack client satisfaction by reviewing periodic surveys (e.g. NPS) and make adjustments to the ongoing strategic approach

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What we offer*

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Flexible remote policy: from 3 days per week
- A fair and competitive salary package
- Employee Stock Ownership plan
- Trainings programs
- RTT, CSE program, Swile card and Gymlib pass for all employees based in France
- An equipment budget of 240 euros to work comfortably from home
- Seminar and team buildings

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️ What we look for*

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2+ years previous experience managing a large portfolio of clients
- Previous experience in successful management of a small team
- Native level of French & advanced level of English
- Excellent knowledge of Conversion Rate Optimization, Digital Marketing and Analytics
- Excellent listening skills with both clients and your team
- Excellent priorization skills
- Proven experience handling difficult for complex client issues

Our Hiring Process

1️. 45 minutes interview with Talal, our Talent Acquisition Team Leader
2️. 60 minutes interview with Céline, our CSM EMEA Director
3️. 45 minutes interview with Huw, our VP Client Success

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