Customer Success Manager

il y a 2 jours

Casablanca, Casablanca-Settat, Maroc Adria Business & Technology Temps plein

Customer Success Manager (CSM)

Secteur : Éditeur de logiciels / Solutions digitales

Localisation : Casablanca

Votre mission

En tant que
Customer Success Manager
, vous jouerez un rôle clé dans la réussite de nos clients. Votre objectif principal sera de garantir qu'ils tirent
un maximum de valeur métier
de nos solutions et qu'ils atteignent leurs objectifs opérationnels.

Véritable
ambassadeur(rice) de la satisfaction client
, vous êtes le lien stratégique entre le client, les équipes produit et les équipes internes.

Vos principales responsabilités

  • Onboarding & déploiement fonctionnel
  • Accompagner les clients dans l'adoption de la solution et s'assurer qu'elle s'intègre parfaitement à leurs processus métiers.
  • Accompagnement continu
  • Animer des formations, réaliser des revues d'usage, proposer des optimisations et partager les bonnes pratiques.
  • Approche proactive
  • Identifier en amont les risques (faible adoption, insatisfaction, retard, manque de ROI) et mettre en place des actions correctives.
  • Mesure de la valeur & ROI
  • Démontrer la performance, l'impact et la valeur ajoutée de la solution auprès des clients.
  • Voix du client en interne
  • Remonter les besoins clients aux équipes produit, contribuer à la roadmap et prioriser les évolutions et correctifs.
  • Renouvellement & fidélisation
  • Sécuriser la relation client sur le long terme et prévenir le churn.
  • Upsell à valeur ajoutée
  • Proposer des modules ou services complémentaires uniquement lorsqu'ils apportent une réelle valeur métier.

Profil recherché

  • Expérience en
    Customer Success, Support fonctionnel, Account management, Consulting ou Delivery
    dans un environnement logiciel pour le domaine bancaire.
  • Bonne compréhension des enjeux métiers et des solutions digitales.
  • Excellentes compétences en communication, pédagogie et relation client.
  • Capacité à être proactif(ve), structuré(e) et orienté(e) valeur.
  • Esprit collaboratif et sens du service client.

Pourquoi nous rejoindre ?

  • Rejoindre un
    éditeur de logiciels en forte croissance à l'international
  • Travailler sur des projets à forte valeur métier.
  • Être au cœur de la relation client et de la stratégie produit.
  • Évoluer dans un environnement stimulant, collaboratif et orienté impact.

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