Customer Success Manager

Date: 26 Jun 2024

Location: KÖLN, DE, 50670 CESSON-SEVIGNE, FR, 35510 Saarbrücken, DE, 66121 LYON, FR, 69003 PARIS, FR, 75017 Frankfurt, DE, HE 60313 ROUBAIX, FR, 59100 TOULOUSE, FR, 31000

Company: OVHcloud

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

X

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 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 tools.


That's a plus :

  • You have vertical & sector knowledge
  • You have an ITIL certification