Valiantys recrute 01 Customer Success Manager (Remote in Senegal)
About Valiantys
Valiantys is the leading global consulting and services firm dedicated to Atlassian and has attained the Atlassian Agile at Scale, ITSM and Cloud specializations. We accelerate time to value with Agile at Scale, Cloud, and ITSM implementations and bridge the gap between applications and strategic practices such as SAFe® and ITIL.
Your mission if you accept it
Valiantys is looking for a remote Customer Success Manager based in Senegal.
Reporting to the Customer Excellence Team Manager, you will have to deal with North American and European customers and be responsible for the full customer satisfaction process.
You will manage a customer’s portfolio and be available when needed to provide the best customer experience possible.
Our training program will allow you to progressively acquire the skills and the knowledge on the tools necessary to do your job.
Things you’ll be working on :
Onboard new customers:
- Ensure contract specifications are aligned with existing offer
- Organize kick-off meetings (team/tools/policies/processes presentation)
- In collaboration with the customer, define a dedicated success plan
Monthly reviews with customers:
- Prepare and present monthly reviews
- Analyze Key Performance Indicators (KPIs). (utilization rate, daily escalations…)
- Propose customer-focused improvements
- Follow-up of topics
Project Management:
- Oversee multiple implementation projects of internal and external clients
- Develop Project Plans and ensure that implementations are performed on time, on budget and to the customers’ satisfaction in delivery of their contract
- Continuous Improvement on customer implementations and satisfaction
- Management of Asset & customer’s Knowledge Base
Interface between managed services and delivery/sales teams:
- Provide information/training sessions to existing teams and new joiners
- Provide specific procedures to managed services team members
- Work with all internal resources to manage client issues escalation and quick resolution
Monitor / Report to the other MS managers:
- Share some KPI’s : Asset Management, Customer classification, Customer Health Score, Early Warning System…
Follow success plans
Security Incident:
- Supervise the communication process from the Managed Services team to the Marketing team
- Be available for customers when there are some issues (maintain the communication, create and follow the action plan)
What you’ll need to be successful
- You’ve just graduated from an engineering school, or you have a Bachelor’s Degree and at least 3 years of experience in customer technical support in an IT company
- You must be fully bilingual in both English and French (C1/C2 for both), with good written & oral communication skills
And you…
- have the ability to provide great customer satisfaction on a human level is what will make a difference!
- have a good resistance to pressure,
- are craving a dynamic work environment where you’ll have a large amount of autonomy and responsibilities,
- are a great listener and have a real sense of the end result,
- like to dig into topics to find a solution for our clients and are not afraid of contacting Valiantys colleagues or customers.
Ideally, you have already worked with Atlassian tools and are comfortable with the ecosystem.
Otherwise, you are a curious and fast learner! Previous work experience in an international context is appreciated.
Why you should apply?
People are our biggest asset and we work hard to make sure Valiantys is not only a great place to work but also provides a platform for you to grow.
What we offer
- Up to 80% health insurance
- Financial participation to your Internet subscription
- Home-Office Program
- International work environment and a multicultural team
- Fun activities and get-togethers with the team, free coffee, and tea, because it’s always welcomed!
Follow us on LinkedIn, Twitter, Instagram and Youtube
Pour postuler, veuillez cliquer sur ce lien : jobs.lever.co.