Customer Success Lead

il y a 2 heures

Paris Bourse, Île-de-France Pivot Temps plein

Your role

Pivot is seeking a highly motivated and experienced Customer Success Lead to take ownership of the Customer Success & Care functions within our Operations team. This role is crucial in ensuring our clients receive outstanding support and an exceptional customer experience once they are onboarding on Pivot tool. You will be the first line of defense for any kind of client issues or requests and will play a key role in evolving our Operations processes and tools. Working hand-in-hand with the Head of Operations, you'll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot.

  • Team lead

    • Lead, coach, and develop a team of 3 Customer Success Managers, setting the standards for excellence and scaling the team as the company grows.

    • Build the Customer Success & Support function: define rituals, processes, KPIs, documentation, and tooling.

    • Drive a culture of ownership, continuous improvement, and customer-centricity within the team.

  • Customer Success

    • Client satisfaction

      • Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics)

    • Upsell

      • Identify upsell opportunities (in collaboration with sales team)

    • Renewals and anti-churn

      • Identify potential risks and counter-measure to avoid churns

      • Ensure renewals of contracts (in collaboration with sales team)

  • Customer Care

    • Customer Care Excellence

      • Provide top-notch support to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team

      • Investigate and escalate technical issues to the product and tech teams, relying on your in-depth product knowledge to analyse customer requests

      • Draw analyses from what you see, identify root causes and define action plan to improve our solution

    • Client Setup and Evolution

      • Update existing clients setups based on our client feedback and needs, including validation workflows, intake forms etc.

      • Ensure all client interactions are documented and follow up on client requests promptly

    • Technical project management

      • Work closely with product, tech, and integrations teams to relay client feedback and drive product improvements

      • Follow up on the development of new features and improvements, participating in product spec reviews and challenges

  • Tooling and documentation

    • Tools optimization and implementation

      • Evaluate and implement new customer support tools, including communication channels and ticketing systems

      • Conduct benchmarking and select the best solutions to enhance our support infrastructure and success follow-up

    • Documentation and process

      • Set-up new documentation and processes to support both Customer Support and Success improvements

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