YOUR ROLE

We are looking for a Customer Success Manager for a very ambitious agile-at-scale program, which will have a strong impact overall on Edenred Group as it will impact more than 40 Business Units.

As Customer success manager, your main responsibilities will be:

1. Business Unit (BUs) Support and Relationship Management

• Act as a Point of Contact: Serve as main contact for BU, addressing questions & issues.

• Is crucial Value role for the Factory and for the BU Extended Ops (BPOs & Product Operations Liaison Manager) for the Edenred+ platform, helping them navigating the smarter world and solving any issue that may rise.

• Coordinator ensuring operational excellence in bus by assisting BU Ops and controlling efficiency,

• Collaborates with cross-functional teams with Business Units, Factory and 3rd party Eco-system Partners

• Purpose is to bring value to Business Units, ensuring bus take the most of smarter

• Relevant BU Communication (Proactive with releases & Reactive with incidents):

  • In case of deployment of new releases (initiated with WAZN - "What's New"), CSM will coordinates BU Activation (train the trainer activities, BU testing if relevant)

  • For critical incidents, with Incidents Manager, communicate early with BU to help Customer Service not be impacted or facilitate autonomy (Interactive Voice Response or BU MCU portal Banners), sharing Post Incidents Review

• BU governance to get "Voice of the BU"; through Daily, Weekly, Monthly Operational Review; Clear, empathetic communication with customers is critical, both written & verbal

2. Product Adoption and Usage

• Support Product Mastering: Help BU to understand how to use the E+ Platform to meet their business goals, guiding them to discover, using features maximizing their experience plus shielding Factory within qualitative incident feedback

• Speak with Data; Monitoring Metrics and help to identify with BUs areas where customers may need additional support or training in line with the key outcomes we are aiming for (BU Autonomy, Customer satisfaction,..)

• Operational Reviews with BU Management to ensure they are getting value from the product (KPI), focus on BU Autonomy and resolve potential issues before they escalate

3. Product Operations improving Product & Problem Management

• Problem Identification-Solving: The ability to think on your feet, raise Product & Non-Product Problems and resolve customer issues quickly and efficiently, using Factory/ BU

• SmartER Academy: Sharing product Knowledge in-depth understanding about current issues & workaround (Runbooks) including Business Best Practices

4. SmartOPS Community & Continuous Improvement

• SmartOPS & Business Process Owners community facilitation to improve/ identify Business Best Practices

• Develop and share a strong knowledge on Merchant-Client-User Edenred+ platform and related ecosystem

• Shares business practices and support implementation (Data Driven based on KPI e.g. Customer Interaction)

• Proactive and strongly contributing to the improvement of Product Operations (Factory & BU)

• Contributes to operational efficiency and risk mitigation.

We love working with each other because we have built a culture that suits us well:
- Happy: Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.

- Helpful: Always looking for ways that you can help others.

- Curious: It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.

YOUR PROFILE

You could be our next teammate if you have:

• At least 5 years of experience in incident/problem management in a SaaS environment

• Proficient in Salesforce and Jira.

• Strong analytical and process-oriented mindset.

• Proactive problem-solving capabilities.

• Excellent communication and interpersonal skills

• Fluency in French and English (written and spoken)