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Ops Manager & CSM

Indefinido
Paris
Salario: No especificado
Unos días en casa
Experiencia: > 2 años
Formación: Licenciatura / Máster

Le Wagon
Le Wagon

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El puesto

Descripción del puesto

Your role and environment 🎯

What makes Le Wagon so recognized is that each tech and data training program is designed to develop the targeted skills in concrete terms and to provide quality support to participants. It is the quality of the training and the pedagogical excellence that makes our difference.

Le Wagon for Business is now looking for their new Ops Manager & CSM to coordinate and deploy innovative training projects in line with our business opportunities, which are accelerating since the launch of The Wagon for Business in 2021.

By joining the Operations and Customer Success team, you will be a key point of contact (internally and externally), liaising with participants, clients, sales and education teams.

As you may realised, this position combines project management with customer success, a key role for our organisation ! You will be responsible for :

Project Management

  • Planning and monitoring of training (aka guardian of the excellence of our courses)

We offer various training formats. From a one-day acculturation course to a multi-month training courses. It’s up to you to plan and supervise each one to ensure that everything goes smoothly. Spoiler alert: You often have to deal with the unforeseen.

  • Managing the relationship with the teaching staff

As a project manager, it is your role to supervise them, train them on our tools, recruit them for your various projects and maintain a good relationship with each of them afterwards.

  • Supporting the client in the success of their training

You will be the main contact for your clients on their training projects once signed to advise them on their implementation and answer their questions/requests. You will work hand in hand with the account manager to ensure that you have an overview of the training project with necessary skills.

User success

  • Being the training referent

Le Wagon create a unique training program due to immersive content trainings and an excellent educational experience. It will therefore be very important to take them on board with you, to make sure that everything goes well. During the training you will be their point of contact.

  • Feedback and NPS

As said before, customer satisfaction is very important and followed up. Each training session ends with feedbacks. It is up to you to analyze them to bring out the essential points and adapt the training program if necessary.

  • KPI analysis and customer relations

The post-training part is also very important. You will have to analyse how it went to ensure that the quality is still there. You will also have to prepare your points with the clients to give them feedback and present them with KPIs.

  • Improvement and iteration

You will need to collect and analyse feedback from teachers and participants to present the successes and difficulties experienced during the training to our Pre-Sales and Content Manager team so that they can modify/improve the program if necessary.


Requisitos

About you 💪

  • You have at least 2 years professional experience in event and/or training management

  • You have a strong capacity to adapt an appetite for organizing events

  • You are focused on customer and participant satisfaction by interacting regularly with them. Customer care must be at the centre of your concerns

  • You are rigorous and organized and you taking the initiative

  • Know how to collaborate and work in a team

  • An interest in and knowledge of data analysis or the world of tech is a plus

  • Fluency in spoken and written English and French

The role is for you if…

  • You enjoy and excel in project management

  • Customer service is one of your main concerns

  • You love fast-paced and dynamic environments


Proceso de selección

  • Interview 1: interview with Lucie, Talent Acquisition Manager

  • Interview 2: interview with Clément, General Manager at Le Wagon for Business

  • Interview 3: interview with Lucile, Corporate Projects Manager

  • Interview 4 : meeting with Operations and Customer Success

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