Customer Success Manager
Customer Success Manager
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Job Description
We build. We create impact.
Within the CSM department you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients for UK. Your missions will include:
- Develop/maintain relationships to position Vusion Group 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.
- Managing service contract budgets: Tracking and managing the budgets of service contracts.
- 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 :
Qualifications were looking for.
- Proven experience up to 5 years in the same role
- Ability to understand customers needs and build trust-based relationships
- Native english (the manager and the hiring team speak english/french)
Ideally the candidate would also demonstrate:
- A strong customer-centric mindset
- Experience with high-level customer engagement
- Experience working in large retail organizations
- Excellent attention to detail
- A proactive approach and initiative in improving service
- The ability to think quickly and resolve challenges
- Openness to change and adaptability
- A high level of energy and enthusiasm
Additional Information :
We innovate. We help communities thrive.
VusionGroup has an international presence in 19 countries. In joining us youll 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 commercetogether.
We feel supported. You will too.
VusionGroup 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:
Schedule: A flexible hybrid work schedule
Career Growth: E-learning opportunities and workshops and global mobility potential
#LI-HYBRID
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Employment Type :
Full-time
Employment Type
Full-time
