Customer Success Manager

Salaire : Non spécifié
Début : 08 septembre 2024
Télétravail fréquent
Expérience : > 2 ans


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Le poste

Descriptif du poste

As a Customer Success Manager at Visum, you will be responsible for ensuring our customers achieve their goals and maximize the value they get from our SaaS products (Reverse Contact and ScrapIn). You will work closely with customers to understand their needs, provide training and support, and act as their advocate within our organization.

Key Responsibilities:

  • Onboarding and Training: Lead the onboarding process for new customers, ensuring a smooth and successful implementation of our products.

  • Customer Advocacy: Act as the primary point of contact for customers, addressing their needs and concerns, and advocating for them within the company.

  • Proactive Engagement: Regularly check in with customers to monitor their progress, address any issues, and identify opportunities for upselling and cross-selling.

  • Customer Support: Collaborate with support operators to ensure timely and effective resolution of customer issues. Provide resolution to escalated tickets as needed to maintain and enhance customer satisfaction.

  • Retention and Growth: Work to reduce customer churn by ensuring high levels of customer satisfaction and engagement. Identify and execute strategies for customer retention and growth.

  • Feedback Loop: Collect and communicate customer feedback to product and development teams to help drive continuous improvement of our offerings.

  • Metrics and Reporting: Monitor and report on key performance indicators (KPIs) related to customer success, including customer satisfaction, retention rates, and product usage.

Profil recherché

  • Experience: 2+ years of experience in a customer success, account management, or related role, preferably in the SaaS industry.

  • Skills: Strong interpersonal and communication skills, with the ability to build strong relationships with customers. Excellent problem-solving abilities and a proactive approach to customer management.

  • Technical Proficiency: Familiarity with CRM software and customer success tools. Ability to understand and explain technical concepts to non-technical users.

  • Language Proficiency: Excellent written and spoken English skills are essential.

Déroulement des entretiens

  1. A first video call with Julien, your future manager.

  2. A case study test to help you project yourself into the role’s missions under real conditions.

  3. A culture fit interview with the current team members to give you a glimpse of our rituals, methods, and to get you on board with our vision!

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