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
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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