Customer Success Manager Manager Service Client HF

2 settimane fa

Re, Italia Sunology A tempo pieno

Le Solaire. Pour Tous. Partout.

Cette ide nous occupe tous les jours chez Sunology cette envie quon partage avec nos clients dont lenthousiasme nous porte tous les jours.

Entre nos besoins massifs dnergie dun ct lurgence climatique de lautre et laugmentation continue des tarifs nous avons une conviction : le solaire cest lnergie de demain. Il faut le rendre accessible toutes et tous partout.

En 2020 Sunology est cre pour raliser enfin cette ide dun solaire sans frontire : locataires propritaires appartements maisons individuelles centre ville campagne Pour lever les freins il faut de linnovation pour du solaire simple design et rentable. Aprs une bonne anne de R&D nous proposons depuis dbut 2022:

  • la station PLAY : la premire station solaire prte installer en 2 minutes en la branchant une prise standard (principe plug & play ). Pour une lectricit verte moins chre.
  • loffre CITY : la premire station urbaine en France : en cinq minutes elle est installe et oprationnelle sur votre balcon dappartement. Pour tre energy positive vraiment partout.
  • et le service HOME : la toiture solaire surmesure implmente distance et en 3D qui offre un gain de temps norme aux particuliers. Avec une IA qui profile les besoins au plus juste.
Descriptif du poste

Sous la supervision du Head of Customer Care vous intgrez notre service client qui gre la fois des clients particuliers et une partie des clients professionnels. Vous serez la tte dune quipe denviron dix collaborateurs et aurez pour mission principale de garantir leur performance et leur dveloppement tout en offrant une exprience client exceptionnelle.

Votre rle de leader sera crucial pour motiver votre quipe optimiser les processus du service client et assurer une satisfaction client durable.

Important : le poste est pourvoir pour dbut janvier 2025.

Leadership et Management dquipe :

  • Encadrer et accompagner les quipes Customer Success dans latteinte des objectifs dfinis.
  • Assurer leur monte en comptences via la formation et le coaching.
  • Favoriser un environnement de travail motivant et collaboratif.
  • Suivre les performances (individuelles et collectives) et mettre en place des plans damlioration.
  • Grer les plannings et les roulements les points hebdomadaires et bilans mensuels des quipes.

Satisfaction Client :

  • Analyser les retours clients et proposer des actions pour amliorer lexprience client.
  • Former les quipes aux meilleures pratiques de service client et les sensibiliser limportance.
  • Analyser et amliorer les processus existants.
  • Identifier les besoins en outils et technologies pour amliorer la productivit et la qualit des oprations.

Gestion Oprationnelle et Support aux quipes :

  • Fournir un support oprationnel immdiat aux quipes lors des pics dactivit ou en cas de souseffectif temporaire (traitement de mails chat et tlphone).
  • Superviser et excuter les oprations de suivi client notamment les communications rgulires pour maintenir un service de haute qualit.
  • Rsoudre les incidents oprationnels en direct pour minimiser limpact sur les clients et les oprations.

Ce que nous vous offrons :

  • Un poste cl au sein dune entreprise en pleine croissance engage pour un avenir durable.
  • Un environnement de travail stimulant et bienveillant o votre expertise sera reconnue et valorise.
  • Une grande diversit dactivits au quotidien pour apprendre 10 fois plus vite que nimporte o ailleurs ;
  • Une prise en charge de la mutuelle hauteur de 60% et de la prvoyance hauteur de 100%.
  • Un systme de partage des bnfices de manire quitable puisque nous avons mis un place un accord dintressement ds la deuxime anne dexistence de Sunology ;
  • Enfin vous bnficierez galement de conditions de travail agrables ainsi que dune organisation du travail hybride puisque vous aurez la possibilit de tltravailler 2 jours par semaine.
Profil recherch

Proactif et autonome mais surtout arm.e dune motivation en bton arm :

  • Vous disposez dune exprience confirme en gestion dquipe dans un environnement de service client.
  • Dexcellentes comptences en leadership et en communication.
  • De la capacit travailler sous pression et grer plusieurs tches simultanment.
  • Dun esprit danalyse et capacit optimiser les processus existants.
  • Dune orientation client et capacit garantir une satisfaction client durable.

Mais plus que vos expriences ou vos diplmes ce sont votre loyaut votre audace votre agilit et votre sens de lquipe qui seront vos principaux atouts pour russir et vous panouir chez Sunology.

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