Deep - Manager Customer Success Management

il y a 1 semaine


Luxembourg EBRC Temps plein

Afin de renforcer les équipes de DEEP au sein de la Business Line Customer Success, nous recherchons actuellement un(e)** Manager - Customer Success Management**(M/F/n)** à temps plein.

**Vos missions**:

- Coordonner, motiver et accompagner l’équipe pour atteindre les objectifs fixés.
- Développer les compétences des collaborateurs en organisant des formations et en partageant les meilleures pratiques.
- Suivre la performance individuelle et collective à travers des KPIs définis.
- Animer les réunions d’équipe et la répartition des activités au quotidien.
- Gérer le portefeuille de clients et les affectations de CSM.
- Superviser les relations avec les clients pour garantir leur satisfaction et leur fidélisation.
- Établir une communication proactive pour anticiper et résoudre les besoins ou problématiques des clients.
- Maintenir un lien de confiance à long terme en développant des partenariats stratégiques.
- Epauler l’équipe lors des réunions importantes et prendre en charge les escalades afin d’apporter une réponse appropriée et équilibrée
- Identifier et mettre en œuvre des améliorations des processus pour maximiser l'efficacité des opérations.
- Proposer et intégrer des outils technologiques innovants pour faciliter la gestion et l’analyse des données client.
- Assurer une collaboration fluide avec les autres départements (ventes, support, etc.). Encourager la collaboration au sein de DEEP et plus largement du groupe POST.
- Analyser les données de performance et générer des rapports pour mesurer les progrès réalisés.
- Présenter des recommandations basées sur les analyses aux équipes dirigeantes.
- Garantir l'alignement des résultats avec les objectifs stratégiques de DEEP.

**Votre profil**:

- Disposer d'une expérience dans la relation client et dans le mangement d'équipe
- Être capable de traiter des situations d’urgence avec du sang-froid
- Avoir des compétences en analyse de données et reporting
- Démontrer des compétences techniques relatives aux métiers et services de DEEP
- Comprendre et appliquer les processus d’entreprise. Être capable de proposer des optimisations
- Maitriser le français et l'anglais. Toute autre langue sera considérée comme un atout

**Intéressé(e) ?**

Une copie conforme de votre diplôme et une copie récente de l’extrait du casier judiciaire vous seront demandées au cours du processus de recrutement.

**POST souscrit au principe de l’égalité d’accès à l’emploi.**

Niveau intermédiaire

HYBRID

CDI



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