Customer Success Manager

We build. We create impact. Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients.

Responsibilities

Develop/maintain relationships to position Vusion as key service partner; Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.); Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments; Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders; Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements; Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle; Developing improvement plans: Creating continuous improvement plans and associated actions; Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM); Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy

Requirements

Proven experience of 2-5 years in the same role of CSM; Ability to understand customer's needs and build trust-based relationships; Client Relationship & Retention: Strong ability to build trust, drive satisfaction, and secure renewals; Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales

Benefits

Competitive pay, shareholder equity and benefits; Flexible, hybrid work schedule; E-learning opportunities and workshops; Global mobility potential