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Customer Success Manager (H/F)

Permanent contract
Salary: Not specified
Occasional remote

Odity Paris
Odity Paris

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The position

Job description

We’re looking for a highly skilled Customer Success Manager, to join our team. The ideal candidate has a strong attitude for customer care, fluent in languages, empathetic by nature, with excellent communication and interpersonal skills.

The CSM works on customer relations with brands.

Your mission is to ensure customer satisfaction and loyalty of the brands in your portfolio.

 You will provide our customers with the best possible customer experience through a customer strategy and by collaborating with all Odity teams.

The CSM contributes to the commercial strategy and continuous improvement of performance.

She/He participates in business development with clients in its portfolio.

She/He takes care of new customers and ensures their satisfaction for a long-term relationship.

She/He supports the Customer and transforms his expectations into solutions in conjunction with the team in charge of providing the service.

Detailed Mission

Performance Management :

- Define the expected quality and performance objectives according to the client strategy ;

- Analyze data and performance ;
- Work on KPIs analysis to process periodic reports and business reviews in collaboration with the reference Brand Team Leader ;

- Evaluate, manage and communicate results and suggestions of optimizations to the client to the client in weekly/monthly meeting ;

- Identify opportunities for improvements

- Analyze the market and identify best practices to propose and activate them with different brands/activities

Operational Support for Teams :

- Organize training sessions with Brands and Team Leaders ;

- Update procedures, handbooks and the knowledge base of the services in collaboration with Team Leaders ;

- Maintain and improve the level of service for different Brands ;

- Develop new strategies/processes and solutions to improve the service

Customer strategy and Project Support with the team :

- Proposing, developing processes and demonstrate our added value ;

- Launch and supervise projects to ensure smooth operation ;

- Reporting of any detected problems on the services ;

- Work on implementation of new strategies/actions for any critical situation ;

- Regular monitoring of customer accounts ;

- Anticipation of recruitment needs based on our clients’ activity

Preferred experience

- Speak French and English fluently

- Able to work autonomously and take initiatives

- Benefit from similar experience in customer relations for at least 3 years

- Strong skills in customer satisfaction and problems solving

- Good knowledge of IT tools (Already worked on Salesforce if possible)

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