Customer Success Manager Retviews Paris H/F

Key Responsibilities

• Project Management – taking care of the implementation and onboarding phase plus following up on the project
• Managing the implementation of the tool with the technical team
• Training on the tool, as a CSM you will master the tool and train the users on it through trainings and workshop sessions
• Guiding the clients on its best usage of the tool
• Taking part of the evolution of the tool
• Working with the quality team to assure qualitative data on the tool related to the client satisfaction
• Assuring the retention rate and managing potential upsell of the client
• Stay in-touch with your accounts to maintain the Retviews/Lectra relationship as a premier market leader
• Develop and manage client portfolios
• Oversee support for customer issues and obstacles
• Monitor, analyze and share customer usage data
• Proactively coach customers and deliver Customer Success Plans that enable fast deployment and adoption
• Monitor account health and eliminate adoption gaps at the customers
• Sustain business growth and profitability by maximizing value
• Handle and resolve customer requests and complaints
• Minimize customer churn

Requirements

Education

Master's degree

Required Skills

• Analytical skills
• Project management
• Communication skills
• Fashion industry knowledge
• Training and coaching
• Customer relationship management
• Data analysis
• Problem-solving
• Business acumen
• Adaptability
• Continuous learning