Customer Success Manager M / F / X
Within your #OneTeam
- 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 et 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 serviceYou will monitor various action plans and analyze the results and performance indicators, particularly on the loyalty of your accountsYou will take part to internal projects and contribute to team meetingsAnd in 1 year
You will develop and enforce your customers' interactionsYou will become a CSM Referent to at least one Sales’ clusterYou will lead international OVHcloud's initiativesYou will undertake various loyalty initiatives, notably with the product and marketing team to create programs or to develop new featuresYou will be autonomous to deploy an OVHcloud’s Success Account Plan (SAP) with you customersSkills required
You are customer centric, and you have a demonstrable experience Customer-facing interactions.
You have experience in 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 the 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 be comfortable with financial concepts, numerous communication and CRM tooThat's a plus
You have vertical & sector knowledgeYou have an ITIL certification