Customer Success Manager

Do you want to be part of a dynamic team on a journey to revolutionize the relocation industry?

Become our new Customer Succes Manager!

Location:Geneva, Switzerland / Worldwide

Languages Spoken:English, French

I/ Introduction

Project Context

We are a dynamic company specializing in bringing state-of-the-art technology to the relocation sector, facilitating the international relocation of employees.

Since 2021, we have launched an innovative web platform that connects service providers with bookers and HR managers of client companies. Our approach is transforming the way this sector operates by enhancing the experience of all stakeholders through responsiveness and transparency. We are now looking to strengthen our team to provide exceptional customer service and support our users in making optimal use of our platform.

Company Culture and Processes

Our team is small but highly motivated. By joining us, you will participate in a unique adventure in this sector. We value individual initiative, proactivity, and the ability to provide creative solutions to our clients' needs. You will have the opportunity to grow alongside the company.

We firmly believe in the importance of customer satisfaction and strive to collect constructive feedback to continually improve our platform. Those passionate about customer service and continuous improvement will find a stimulating and rewarding environment with us.

Why Join Us:

• Work on exciting and innovative projects within a dedicated and enthusiastic team.
• Directly contribute to the improvement of our platform and customer satisfaction.
• Opportunities for professional growth in an environment that values quality and initiative.
• Actively participate in cross-functional projects and develop your project management and customer service skills.

II/ Main Responsibilities

Network Animation for Providers and Bookers:

• Animate and energize the network of providers on our online pricing platform.
• Encourage bookers to fully utilize the platform through regular and targeted interactions.

Training Session Organization:

• Organize and conduct training sessions, webinars, and online demonstrations based on identified needs and proactively.
• Adapt training content according to platform priorities and developments.

User Interviews:

• Conduct user interviews to present new features under development in collaboration with the UX designer.
• Continuously gather feedback and improvement ideas.

KPI Monitoring and Analysis:

• Monitor KPIs to prioritize actions to be taken.
• Ensure goal achievement by optimizing interventions and initiatives.

Operational Support and Relationship Management (15% of the time):

• Manage daily client relationships regarding accounts, acting as the internal point of contact and escalation for HR contacts and case managers (bookers, RMC, etc.).
• Participate in coordination as a member of the operational team based in Geneva, including monitoring processes and using IT tools.
• Actively manage multiple cross-functional projects identified and prioritized by Management to ensure the effectiveness and efficiency of operational teams.
• Ensure rigorous document management for accounts.
• Guarantee SMI satisfaction measured by qualitative scores:

• Goal of 70% return rate for questionnaires.
• Goal of an average score of 4.8/5 regarding the quality of coordination services.

• Provide weekly direct reporting on all these actions.

Required Qualifications:

• Previous experience as a Customer Success Manager or in a similar role.
• Excellent communication and interpersonal skills.
• Ability to organize and conduct training sessions and webinars.
• Project management and data analysis skills.
• Teamwork ability and cross-functional project coordination.
• Proficiency in IT and document management tools.
• Excellent time management and task prioritization skills.

Personal Qualities:

• Proactivity and initiative.
• Rigorous attention to detail.
• Customer service and user satisfaction oriented.
• Adaptability and flexibility.

Remuneration:To be defined based on experience and qualifications.

We would be delighted to discuss our project and vision with you. Let's schedule a call to discuss it in more detail!