Customer Success Manager

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.