Customer Success Manager Italian/French/English

OVHcloud; Paris; On-site; EUR 55,000 - 75,000; Full time

Job summary

OVHcloud is seeking a Customer Success Manager to secure onboarding, adoption, and ongoing satisfaction for a portfolio of customers in the Paris region. You will build loyalty, reduce Time-to-Value, and work with cross-functional teams to maximize account income.

You will be the voice of the customer, advocating for needs and opportunities within OVHcloud, while maintaining strong relationships and delivering exceptional service across French, Italian, and English-speaking clients.

Qualifications

• Experience with customer-facing interactions in a tech/cloud environment.
• Familiarity with cloud services and migration benefits/challenges.
• Strong interpersonal, diplomacy and commercial flair.

Responsibilities

• Secure onboarding, adoption and drive customer satisfaction.
• Build customer loyalty and reduce Time-to-Value.
• Increase account income through cross-selling and upselling.
• Advocate for customers within OVHcloud and relay feedback to teams.

Skills

Customer-facing

Cloud knowledge

Multilingual (FR/IT/EN)

CRM tools

Negotiation skills

Job description

Within your #OneTeam

• You will be in charge to secure onboarding, adoption and drive customer satisfaction
• You will build customer loyalty
• 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 your customers and be their advocate within OVHcloud

Your main responsibilities :

• Trusted Advisor: build and maintain a strong and trustworthy relationship with your portfolio of customers.
• Customer Advocacy: work closely with other OVHcloud's teams, 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' region
• 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 you customers

Skills required :

• You are customer centric, and you have a demonstrable experience Customer-facing interactions.
• You have previously advised customers or used cloud infrastructure yourself, you 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 strong communication skills in French, Italian and English.
• 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 have a curious mind and be comfortable with financial concepts, numerous communication and CRM tools

That’s a plus :

• You have vertical & sector knowledge (cloud certifications a plus)
• You have an ITIL certification