Customer Success Manager (F/H)

Your tasks

Within the Strategic Projects and Customer Experience Department, you play a key role in SVP's customer strategy: the onboarding phase and the development of usage.

In this role, your main responsibilities are as follows:

Support and training

• Facilitating onboarding sessions: Organize onboarding sessions with the sales teams and conduct personalized training sessions (via video conference or in person) to present the SVP ecosystem.

• Configuration & access: Ensure that all users of a customer account have access to their spaces and that the settings correspond to the actual needs.

• Customized approach: Adapting the demonstration according to the market segment and customer profile to offer a use case tailored to customer needs:

  • The call for experts

  • The document database

  • Please use AI for instant information retrieval.

  • Job simulators for operational time savings.

  • The appointment booking module with our experts.

Adoption and retention strategy

• Proactive monitoring: Track usage and connection metrics from the first few weeks and proactively intervene if a user is inactive. You must intervene before the customer disengages.

• Creation of usage development campaigns with our portfolio clients: design of targeted actions for accounts that are "falling behind" in order to demonstrate again the usefulness of the service.

• Commitment: To build trust so that SVP becomes the customer's first choice when faced with a problem. To achieve this, you will measure and analyze several indicators.

  • CSAT post-training

  • % of customer portal activation

  • Onboarding rate, number of accounts created within 10 days of contract activation

  • Service usage rates

• Feedback Loop: Relaying customer experience feedback (UX/UI) to the Product and Marketing teams to continuously improve the My.SVP portal.

Internal Collaboration

• Sales Transition: Ensuring a smooth handover with the sales team to understand the sales context.

• Reporting: Track onboarding completion rates and post-training satisfaction scores (CSAT), usage KPIs

And you ?

• You have a strong proficiency with collaborative tools, video conferencing solutions and customer relationship management software (ideally Salesforce).

• You have the ability to structure a compelling client presentation, design high-quality presentation materials, and captivate an audience during meetings or training sessions.

• You have the ability to track and interpret key performance indicators (KPIs) to identify areas for improvement and guide strategic decisions within the department.

• You will be able to embody the dynamic image of SVP through educational communication and active listening, enabling you to deliver clear, structured customer support perfectly adapted to business challenges.

Why join, please?

• Stimulating missions at the heart of customer satisfaction.

• A friendly, intellectually stimulating work environment and a team spirit

• A privileged integration pathway and strong knowledge sharing

• An attractive work-life balance, particularly thanks to the possibility of teleworking up to 3 days a week

• Modern and welcoming premises in a vibrant neighborhood, offering numerous services such as a gym, concierge service, and a company restaurant.

• Meal vouchers, holiday bonus, advantageous health insurance.