Customer Success Manager at Vusion

Vusion; Dublin; Sur place; EUR 52 000 - 75 000; Plein temps

Résumé du poste

Vusion in Dublin is seeking a Customer Success Manager to join our on-site team. This full-time role offers opportunities for career growth and working within a fast-paced, international tech environment.

You will develop relationships with clients, monitor service commitments, coordinate cross-functional teams, define SLAs, lead client steering meetings, and drive continuous improvement in service delivery.

Qualifications

• Proven experience of 2-5 years in the same role of CSM
• Ability to understand customer's needs and build trust-based relationships
• Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales.

Responsabilités

• Develop/maintain relationships to position Vusion as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Description du poste

Customer Success Manager at Vusion in Dublin, D, IE. This Full time on site position offers great opportunities for career growth.

Company Description

Are you ready to develop the future of retail? As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce. VusionGroup is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents,we can build the largest retail IoT platform in the world.

Job Description

We build. We create impact.

Your missions will include:

• Develop/maintain relationships to position Vusion as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Qualifications

• Proven experience of 2-5 years in the same role of CSM
• Ability to understand customer's needs and build trust-based relationships Client Relationship & Retention: Strong ability to build trust, drive satisfaction, and secure renewals.
• Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales.

Additional Information

We innovate. We help communities thrive. Vusion has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers. The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together. We feel supported. You will too. Vusion is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: Pay: Competitive pay, shareholder equity and benefits Schedule: A flexible, hybrid work schedule Career Growth: E-learning opportunities and workshops, and global mobility potential.