Digital Customer Success Manager H/F

Fixed-term contract Marketing France / Boulogne-billancourt
Published on 27 Apr. 2021

Description

Work is about doing something that matters and growing as we do it. That's why we've built HR software that can help make this happen. At Talentsoft our mission is to help everyone, from our people to our customers, experience work differently. Each of our 600 Talentsoftees comes to work with an entrepreneurial spirit and the flexibility to try new things, work with innovative technologies, and build corporate-social responsibility directly into their jobs. The result is that we have 9 million people in 130 countries using our products, strong brand recognition in a fiercely competitive industry, and employees who work differently and love their jobs because of it. If you'd love to love your job check out the description below, apply today, and discover how you can work differently too.

Mission

· Period:  from August until December

· Location:  Boulogne – Billancourt

· Languages:  English , French

Mission

Responsible for driving the programs that encourage a better product adoption and drive customer loyalty for SMBs and Enterprise Talentsoft Customers. You will maintain and optimize the proactive and reactive programs for onboarding, engagement and retention and, act as a liaison for the customers to ensure escalation and follow-up.

Objectives

- Customer retention

-  Average interactions by customers

- Portfolio satisfaction

Tasks

· Identify & anticipate customer pain points of your customer portfolio (SMBs and Enterprise companies)

· Conceptualize, deploy and measure customer programs to industrialize the customer relationship targeting your specific customer segment

· Be up to date on product news, marketing communication & enablement plans & content in order to provide good level of answers to our customers (Product, Sales, Community, Enablement, Support)

· Coordinate internal escalation and customers follow-ups (customer care, Digital account managers or sales team)

· Lead strategy communication & projects implementation ( defend program impact at the executive level, report results and present action plan on a monthly basis, lead the projects kick-off and coordinate the project team..)

· Detect and define action plans for promoters and detractors and fuel the organization with  your customer segment behavior analysis

· Monitor activity impact by tracking and analyzing key metrics for continuous improvement

Profile

Requirements :

·5 years of experience in customer facing role

· Strong analytical, problem-solving, and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel

· Ability to think big and deliver initiatives from conception through completion

· Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment

· Ability to analyze quantitatively, problem-solve, and scope business requirements

· Excellent speaking-listening-writing skills, attention to details, proactive self-starter, independent/self-sufficient

· Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment

· Knowledge and experience with Salesforce, Excel

· International background required

· English and french are mandatory, german is a major plus

  • Flexible working hours
  • Home Office
  • Regular trainings
  • Agile environment
  • Resting room
  • Chill spaces / Cafeteria
  • Modern offices near to public transports
  • Afterworks
  • Volunteering opportunities to Nepal
If you want to join us, this is first of all your motivation and your values that matter. We ask as few information as possible to apply.

Your information

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Headquarter

Boulogne-billancourt

France
8 Rue Heyrault,
92100 Boulogne-Billancourt,
France

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