Customer Success Manager

OVHcloud; Cesson-Sévigné; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

An established industry player is seeking a passionate Customer Success Manager to enhance customer satisfaction and loyalty. This role involves building strong relationships with clients, advocating for their needs, and ensuring they maximize their investment in cloud services. You will collaborate with various teams to drive customer success initiatives and contribute to product development. If you are customer-centric, possess strong communication skills, and have a background in IT, this opportunity offers a chance to make a significant impact in a dynamic environment. Join us to help shape the future of cloud solutions!

Qualifications

• Experience in customer-facing roles, especially in IT and cloud services.
• Strong communication and interpersonal skills are essential.

Responsabilités

• Build and maintain strong relationships with customers to ensure satisfaction.
• Assist customers in onboarding and adopting OVHcloud services.

Connaissances

Customer-centric

Interpersonal skills

Communication skills in English (B2 level)

Experience in Information Technology

Organizational skills

Ability to evaluate and control risk

Curiosity and comfort with financial concepts

Autonomous and initiative-taking

Outils

CRM tools

Description du poste

Description de poste

Customer Success Manager M / F / X

Within your #OneTeam

• 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 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 the 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.

That's a plus:

• You have vertical & sector knowledge.
• You have an ITIL certification.