Customer Success Manager

OVHcloud; Les Ulis; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading cloud services provider in France is looking for a Customer Success Manager to enhance customer satisfaction and retention. This role requires building relationships with clients, collaborating with cross-functional teams, and advocating for customer needs. Ideal candidates will have a strong background in Information Technology, excellent interpersonal skills, and be proficient in English. You will play a critical role in reducing Time-to-Value for clients and ensuring their journey with the cloud is seamless and successful.

Qualifications

• Demonstrable experience in customer-facing interactions.
• Strong knowledge of cloud, networks, and virtualization.
• Ability to manage conflict and risk.

Responsabilités

• Build and maintain relationships with customers.
• Collaborate with other teams for customer needs.
• Act as an advocate for customers within OVHcloud.

Connaissances

Customer centricity

Information Technology experience

Interpersonal skills

Communication skills in English (B2)

Conflict management

Organizational skills

Team spirit

Initiative

Curiosity and financial concepts

Formation

ITIL certification

Description du poste

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 et 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 to 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 a demonstrable experience Customer-facing interactions.
• You have experience in 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 be comfortable with financial concepts, numerous communication and CRM tools.

That's a plus

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