Customer Success Manager
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 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 to 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 you customers
Skills 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 too
That's a plus
- You have vertical & sector knowledge
- You have an ITIL certification
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