Customer Success Manager

OVHcloud; Köln; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen engagierten Kundenbetreuer, der für die Zufriedenheit der Kunden verantwortlich ist. In dieser Rolle werden Sie als vertrauenswürdiger Berater fungieren und enge Beziehungen zu Ihrem Kundenportfolio aufbauen. Sie unterstützen Kunden dabei, den Wert ihrer Investitionen in Cloud-Dienste zu maximieren, indem Sie Schulungen und Ressourcen bereitstellen. Ihre Fähigkeit, Kundenbedürfnisse zu verstehen und zu kommunizieren, wird entscheidend sein, um die Kundenbindung zu fördern und die Nutzung der OVHcloud-Dienste zu erweitern. Wenn Sie gerne in einem dynamischen Umfeld arbeiten und einen echten Unterschied machen möchten, ist diese Position ideal für Sie.

Qualifikationen

• Erfahrung in kundenorientierten Interaktionen und IT-Bereich.
• Starke Kommunikationsfähigkeiten in Deutsch und Englisch.

Aufgaben

• Aufbau und Pflege starker Kundenbeziehungen zur Steigerung der Kundenzufriedenheit.
• Unterstützung der Kunden bei der Einführung neuer Dienste und deren Nutzung.

Kenntnisse

Kundenorientierung

Interpersonelle Fähigkeiten

Kommunikationsfähigkeiten in Deutsch (C1)

Kommunikationsfähigkeiten in Englisch (B2)

Organisation und Disziplin

Initiative ergreifen

Teamarbeit

Kenntnisse im IT-Bereich (Cloud, Netzwerk)

Tools

CRM-Tools

Jobbeschreibung

You will be in charge to secure adoption and drive customer satisfaction.

You will build customer loyalty to fight churn.

You will reduce Time-to-Value for OVHcloud’s customers.

You will increase account income through cross-selling & upselling.

You will bring the voice of the customer and advocate him within OVHcloud.

Your main responsibilities

• Trusted Advisor: build and maintain a strong and trustworthy relationship with your portfolio of customers.
• Collaboration: work closely with other teams within OVHcloud, to ensure that customers' needs are incorporated into the product development process.
• Customer Advocacy: act as an advocate for the customer within OVHcloud.
• Onboarding on new services: help customers get started with the product or service by providing trainings and resources.
• Adoption and Expansion: assist customers in adopting or growing their usage of OVHcloud’s services, while reducing time to value from their investment.

Your future impact

In 6 months

• You will complete onboarding and training to be able to pitch OVHcloud’s solution.
• You will manage a portfolio of customers: support them on a daily basis in using the product or service.
• You will monitor various action plans and analyze the results and performance indicators, particularly on the loyalty of your accounts.
• You will take part in internal projects and contribute to team meetings.

And in 1 year

• You will develop and enforce your customers' interactions.
• You will become a CSM Referent to at least one Sales’ cluster.
• You will lead international OVHcloud's initiatives.
• You will undertake various loyalty initiatives, notably with the product and marketing team to create programs or to develop new features.
• You will be autonomous to deploy an OVHcloud’s Success Account Plan (SAP) with your customers.

Skills required

You are customer centric, and you have demonstrable experience in customer-facing interactions.

You have experience in the Information Technology field (Cloud, network, operating systems, storage, and/or virtualization) and know the benefits and challenges of moving to the cloud.

You are equipped with strong interpersonal skills: diplomacy, eloquence, enthusiasm, and commercial flair.

You have communication skills in German (at least C1) and English (B2 level required).

You are dedicated and want to have a positive impact on your internal and/or external contacts.

You know how to evaluate and control risk and manage situations of conflict.

You are organized, disciplined, and have a good team spirit.

You collaborate easily with cross-functional teams.

You are autonomous and know how to take initiative.

• You have a curious mind and are comfortable with financial concepts, numerous communication, and CRM tools.