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Front Office Duties Manager

3 months ago

Al Qaisumah, Saudi Arabia Accor Hotels Full time
Nous recrutons pour l’un de nos clients, un(e) Head of Customer Success Manager en CDI dans le secteur : LegalTech.

Description de l’entreprise

Il s'agit d'une start-up LegalTech en forte croissance qui révolutionne le service de domiciliation et facilite la vie des entrepreneurs en proposant une expérience nouvelle adaptée à leurs attentes.
La domiciliation correspond à la première étape de la création d’une entreprise, c’est à dire le choix d’une adresse pour son siège social et fait office de réelle alternative à la location d’un bureau.

L'entreprise en quelques chiffres :
  • +7000 clients abonnés
  • Une équipe de + 40 personnes
  • Une start up en pleine croissance (+20% par mois)
  • Un déploiement dans 7 grandes villes françaises (Lyon, Bordeaux, Marseille, Lille, Toulouse, Rennes, Biarritz) et bientôt en Europe.
L’entreprise connaît actuellement une phase de forte croissance et recherche des talents pour l’accompagner dans son développement en France et en Europe.

Description du poste et des missions

En tant que Head of Customer Success Manager votre rôle sera de diriger une équipe de 12 personnes en fournissant la vision et la stratégie pour mettre en œuvre la meilleure expérience et relation client.

Vos missions :
  • Définir et établir la stratégie opérationnelle afin de proposer un service client exceptionnel ;
  • Organiser et manager une équipe de 3 personnes ;
  • Former et évaluer l’équipe du service client sur une base hebdomadaire ;
  • Définir et optimiser le cycle de vie des clients ;
  • Etude et définition des KPIs pour analyser les actions à mener ;
  • Contribuer à l’élaboration des outils CRM ;
  • Augmenter les revenus des clients (opportunités de vente cross-sell ; upsell, fidélisation et rétention) ;
  • Démarche d’automatisation et d’autonomie des clients grâce à des recommandations sur le produit ;
  • Maintenir un haut niveau d’engagement et de satisfaction client ;
  • Contribuer à la stratégie UX digitale et à la roadmap AB testing des clients ;
  • Collaborer avec l’équipe marketing et commerciale sur les actions à mener et le développement du portefeuille client.

‍ Profil recherché

Ils sont à la recherche d'un candidat motivé et prêt à intégrer une expérience professionnelle exceptionnelle au sein d’une start-up qui évolue tous les jours.
  • Plus de 5 ans d’expérience dans le customer success, service client, relation client dans du SaaS
  • Expérience de management d’une équipe
  • Esprit analytique et orienté process
  • Capable d’établir et d’atteindre des objectifs basés sur des metrics
Informations complémentaires
  • Type de contrat : CDI
  • Statut : Cadre
  • Localisation du poste : Paris 2ème
  • Equipe de rattachement : Commerciale
  • Niveau hiérarchique : Head of
  • Rémunération : 50k à 55k euros fixe + variable
  • Avantages : mutuelle premium, carte Swile, titre de transport remboursé à 50%
  • Télétravail : 1 jour par semaine
  • Démarrage souhaité : ASAP

Cette opportunité vous correspond ?
Adressez-nous votre candidature et un consultant vous contactera dans les plus brefs délais