Sr. Customer Success Analyst

**Start something great today. Go Goodyear**

**Location**:

- Luxembourg/Colmar-Berg
- Remote work:

- Yes/No
- Organization:

- req_department
- Job level:

- Global Grade - 05
- Additional fields if needed:
**Role information**:

- The Customer Success Manager will execute and support the customer data requirements from the onboarding process for TaaS to all other TaaS 'back office' requirements, such as customer creation in various platforms, customer presentations, customer invoicing, KPI reporting and other requested customer analytics.
- Key responsibilities will include managing all TaaS customer data starting with the customer onboarding requirements and account creation, to managing monthly customer billing to capturing weekly / monthly KPIs for value creation and coordination and preparation for Quarterly Business Reviews for customers. Lastly, responsibilities will include sales operations support, such as CRM administration, forecasting and general analytics.
- The Customer Success Manager will obtain customer data and communicate and document records with oversight from Pricing and Sales Operations manager. He/she will provide suggestions for process improvement recommendations when possible.
- The Customer Success Manager will partner with the Sales and Operation Teams to create communications and sales support to enable complete customer communications. He/she will guide and execute the onboarding actions for TaaS under the direction of the Pricing and Sales Operations Manager.
- The Customer Success Manager will communicate directly customers assisting with customer questions, account inquiries, reports, and billing.

**Responsibilities**:

- Collect weekly/monthly customer KPIs for value creation and operations management. Coordinate and prepare materials for Quarterly Business Reviews with customers. Customer Success Manager will be responsible for liasing with interanl sales staff to ensure all materials are well understood and accurately represented to fleets and that data is accurately collected from customers. Engaged with customer on required reports.
- Engage with customer to collect information for onboarding activities. Execute customer onboarding action plan including customer account creation, data control, and customer reporting. Use CRM and other tools to manage customer data from contract, account information, and operation process manaual data. Challenge the existing processes and ways of working to highlight improvement opportunities to gain efficiencies.
- Manage and coordinate monthly customer invoicing process, communicating between finance, sales, and back-office teams to ensure timely and accurate customer billing. Direct any customer billing discrepancies/claims to TaaS team and coordinate remediation efforts.
- Support TaaS team with adhoc customer data analytics and requests, including operational support, CRM administration, forecasting, etc. to enhance customer relationship and operational execution.

**Experience required**:

- 5 or more years in a sales, marketing, operations, finance or pricing roles
- Familiarity with sales, back-office support, operations processes
- Proficient at business analysis and presentation of data
- Understanding of data systems in EU (mileage business) preferred
- Past experience with fleets or automotive customers
- Experience operating in a business-to-business sales environment
- Experience with tire management business models and transportation industry, preferred

**Skills**
- Good understanding of fleets and B2B sales motion
- Effective customer relationship management and problem solving skills
- Strong presentation and communication skills, both verbal and written
- Ability to quickly grasp and understand complex business links within business segments
- Detail oriented with rigorous attention to detail
- Strong time management skills, and consultative skills
- Self-driven with a demonstrated ability to deliver results
- Multi-Lingual, French and English speaking / writing skills

For any other questions please reach the HR Representative: Elizabeth Kreiner