Customer Operations Manager Zapier Make H/F Team.is
Paris 1er - 75 CDIOffre d’un cabinet de recrutement
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Cette offre est publiée par un cabinet de recrutement. Il ne s'agit pas de l'entreprise dans laquelle vous travaillerez au quotidien.
- 40 000 - 50 000 € / an
- Bac +3, Bac +4
- Bac +5
- Distribution • Commerce de gros
- Exp. 1 à 7 ans
Les missions du poste
They are seeking a highly motivated and experienced Customer Success Manager to join their Operations team. This role is crucial in ensuring their clients receive outstanding support and an exceptional customer experience. You will BE the first line of defense for any kind of client issues or requests and will play a key role in evolving their Support and Success processes and tools. Working hand-in-hand with the Head of Operations and the Customer Operations managers, you'll BE fundamental in ensuring customer satisfaction, their north star KPI.
Vos missions, si vous les acceptez :
Customer support excellence :
- Provide top-notch support to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team.
- Manage support tickets from creation to closure, ensuring timely and accurate resolutions.
- Investigate and escalate technical issues to the product and tech teams, relying on your in-depth product knowledge to analyze customer requests. This is not basic customer support.
- Draw analyses from what you see, identify root causes and define action plan to improve our solution.
Ensure ongoing Customers' success :
- Prepare and run quarterly business reviews with clients to maximize their success.
- Identify signals indicating a risk of churn and implement a plan to mitigate or eliminate IT
Tools optimization and implementation :
- Evaluate and implement new customer support tools, including communication channels and ticketing systems.
- Conduct benchmarking and select the best solutions to enhance their support infrastructure and clients delivery tracking methods.
Technical project management :
- Work closely with product, tech, and integrations teams to relay client feedback and drive product improvements.
- Follow up on the development of new features and improvements, participating in product spec reviews and challenges.
Avantages
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Le profil recherché
Et vous !
- You have at least 2 years of experience in customer success, customer support, or a related field within a SaaS or software environment; within a start up or scale up.
- Excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues.
- You know how to talk to clients, delivering relevant answers and reinsuring them.
- You have strong project management skills and the ability to juggle multiple priorities.
- You have a proven track record of improving customer service processes and tools.
- You have experience in a startup environment, building support systems and processes from scratch.
- You are fluent in French and English.
- You are proactive, able to prioritize, and willing to thrive in our rapidly growing startup environment and contribute energetically to their collective success.
- You pay close attention to details, an excellent listener, and a valuable team member.
- [Nice to have] You have no-code / IA / automation skills and you know how to use tools like Zapier or Make.
L'entreprise
Lancé en 2021, Team.is est une start-up de recrutement spécialisée dans la chasse et le recrutement de profils IT, Digital, Ingénierie & Supply Chain.
Team.is c'est avant tout une entreprise à taille humaine animée par la passion du recrutement !
Team.is possède l'expertise et l'énergie pour s'attaquer à n'importe quel défi. Mais nous ne sommes pas des robots du recrutement. Nous sommes des consultants qui vivent et respirent ce que nous faisons ! Nous sommes déterminés à réaliser le meilleur travail possible pour cultiver des relations durables avec nos candidats et nos clients.
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