Customer success manager
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missions:
* 1. Onboarding & gestion de projet o Piloter les nouveaux projets clients (déploiement de la solution, installation de capteurs, paramétrage…) o Coordonner les équipes internes (tech, produit, sales) o Assurer la formation des utilisateurs o Garantir un lancement réussi et conforme aux attentes Chez Affluences, le CSM est chef d’orchestre du projet client 2. Suivi & adoption o Accompagner les clients dans l’usage quotidien de la solution o Mettre en place des routines de suivi (points hebdo, QBR, analyses de données) o Identifier les signaux faibles (risque de churn, sous-utilisation) o Proposer des optimisations concrètes 3. Fidélisation & renouvellement o Préparer et piloter les renouvellements contractuels o Construire des bilans de collaboration (ROI, usage, valeur) o Anticiper les risques de churn et gérer les objections o Maintenir un haut niveau de satisfaction (NPS, feedbacks) 4. Développement du chiffre d’affaires o Identifier les opportunités d’upsell et d’extension o Porter des recommandations stratégiques auprès des clients o Travailler en binôme avec les équipes Sales sur les opportunités 5. Pilotage & amélioration continue o Suivre tes KPIs (renew, upsell, adoption, satisfaction) o Maintenir un CRM à jour o Contribuer à l’amélioration des process et des bonnes pratiques Tu es diplômé.e un bac +5 et tu as une première expérience en relation client BtoBTu as un bon relationnel ainsi qu’une bonne communication écrite et orale Tu es organisé.e, rigoureux.se et aimes jongler avec plusieurs sujets en parallèle Tu as un fort intérêt pour les nouvelles technologies et n’a pas peur d’analyser des données Tu as à coeur d’apporter des solutions (à nos partenaires et aux équipes en interne) qui correspondent à leurs besoins Tu souhaites t’impliquer dans un projet concret et travailler dans une équipe pluridisciplinaire, jeune et dynamique Tu veux t’investir sur un projet à long terme et construire une nouvelle marche dans le développement d’AffluencesITALIEN minimum C1 obligatoire #J-18808-Ljbffr
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vicenza, veneto, Italia Affluences Tempo pienoAu sein de l’équipe Relation Client, tu auras pour principales missions : 1. Onboarding & gestion de projet Piloter les nouveaux projets clients (déploiement de la solution, installation de capteurs, paramétrage…) Coordonner les équipes internes (tech, produit, sales) Assurer la formation des utilisateurs Garantir un lancement réussi et conforme...
