Group Customer Success Director

il y a 7 jours

Villeurbanne, France Yole Temps plein

**Yole Group **is an international company, recognized for its expertise in the analysis of markets, technological developments and supply chains, as well as the strategy of key players in the semiconductor, photonic and electronic sectors. Yole Group’s business is based on daily interactions with a network of major operators in these industries, built on mutual trust over the years.

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JOB DESCRIPTION & MAIN TASKS*

Within a group facing an important growth and to ensure the best customer experience possible, we are creating a **Group Customer Success Director**. With a worldwide scope, you will be in charge of defining the customer success strategy and coordinating customer success activities within the Group.

With your team (2 persons based in Germany and in US), you will be responsible for developing and engaging actions that put the customers first and build long-term relationships or strengthen existing ones to ensure customer satisfaction, retention and/or renewal.

As a real virtual leader, you will influence across multiple teams internally (support, sales, marketing, communications, production) and will contribute to deliver more value and potential up-selling or cross-selling.

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As a Group Customer Success Director, you will be responsible to: *

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Analyze and identify customer needs.
- Develop a customer retention and satisfaction strategy.
- Support the sales teams in developing business with customers: up-selling and cross
- selling.
- Coordinate and support the deployment of the customer success strategy according to the specificities of the geographical areas (new features and products launches, onboarding and training processes, promoting new contents...)
- Coordinate and ensure the Key Account Management best practices amongst the sales team
- Monitor the customer experience and customer satisfaction, develop performance indicators (customer experience index ) and propose improvements if necessary.
- Manage and federate the team (training & coaching).

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Requirements*
- Master Degree in Business/Marketing/Sales
- 8-10 years of experience in marketing/sales role and a proven experience in a similar position in a BtoB environment and ideally in a technical/High tech environment.
- Mastering of English (official language), a second language would be a plus (Chinese, Japanese, German ).
- Eagerness to learn about the company, products, and the semiconductor industry.
- Experience using a CRM and ability to use IT tools is required.
- Demonstrated strong interpersonal communication to establish credibility, and trust with customers and internal teams.
- Adaptability and leaderships skills.

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Benefits*
**WHY JOIN US?**
- Work with many multicultural, talented and experienced people who can guide in employees career development. Get to work with a small and intimate group of people
- Become a part of a large community where employees get a chance to network and build connections.
- Global exposure and a chance to work abroad for those eligible.
- Work for a brand that is well-known internationally and instantly recognition
- Career Development is one of our priorities
- We give employees a healthy work life balance.

Work Location: Hybrid remote in 69100 Villeurbanne

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