Customer Success Manager M/F/X
Within your #OneTeam
1. You will be in charge to secure adoption and drive customer satisfaction
2. You will build customer loyalty to fight churn
3. You will reduce Time-to-Value for OVHcloud’s customers
4. You will increase account income through cross-selling & upselling
5. You will bring the voice of the customer and advocate him within OVHcloud
Your main responsibilities
6. Trusted Advisor: build and maintain a strong and trustworthy relationship with your portfolio of customers.
7. Collaboration: work closely with other teams within OVHcloud, to ensure that customers needs are incorporated into the product development process.
8. Customer Advocacy: act as an advocate for the customer within OVHcloud.
9. Onboarding on new services: help customers get started with the product or service by providing trainings and resources.
10. 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
11. You will complete onboarding et training to be able to pitch OVHcloud’s solution.
12. You will manage a portfolio of customers: support them on a daily basis in using the product or service
13. You will monitor various action plans and analyze the results and performance indicators, particularly on the loyalty of your accounts
14. You will take part to internal projects and contribute to team meetings
And in 1 year
15. You will develop and enforce your customers' interactions
16. You will become a CSM Referent to at least one Sales’ cluster
17. You will lead international OVHcloud's initiatives
18. You will undertake various loyalty initiatives, notably with the product and marketing team to create programs or to develop new features
19. You will be autonomous to deploy an OVHcloud’s Success Account Plan (SAP) with you customers
x
Skills required
20. You are customer centric, and you have a demonstrable experience Customer-facing interactions.
21. 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
22. You are equipped with strong interpersonal skills: diplomacy, eloquence, enthusiasm, and commercial flair
23. You have communication skills in German (at least C1) and English (B2 level required)
24. You are dedicated and want to have a positive impact on your internal and/or external contacts
25. You know how to evaluate and control the risk and manage situations of conflict
26. You are organized, disciplined, and have a good team spirit
27. You collaborate easily with cross-functional teams
28. You are autonomous and know how to take initiative
29. You have a curious mind and be comfortable with financial concepts, numerous communication and CRM too
That's a plus
30. You have vertical & sector knowledge
31. You have an ITIL certification