Customer Success Manager

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