CSM Director H/F
Grant Alexander
Ile-de-France
Our client is a fast-growing international French mid-sized company that offers innovative IoT solutions to support the digital transformation of the retail industry. The company is currently looking for their Customer Success Director . The position is based in Paris.
The role:
As Director, Customer Success and Operational Excellence, you will play a pivotal role in engaging with their customers to ensure their success and satisfaction, while driving operational excellence in service delivery throughout the post-sale journey
You will oversee the entire customer journey to ensure successful implementation of their solutions in retail environments, this includes project rollout, Customer success, Store operations, and after-sales support.
By implementing strategic initiatives, you will drive revenue growth while ensuring their customers’ success and satisfaction.
You will make a positive impact by being responsible for:
Leading a team dedicated to driving revenue growth, enhancing customer satisfaction, and ensuring the successful implementation and support of their company products and services.
Customer success strategy: Developing and implementing a strategic roadmap in alignment with overall company goals.
Customer journey: Overseeing the entire customer journey, from initial project rollout to post-sales support.
Customer Experience Optimization:Defining and optimizing customer experience through roles and responsibilities identification, process improvements, and reporting enhancements.
Professional services Design and Implementation: Develop customizable solutions and tiered service packages. Ensure offerings are tailored to meet customer needs.
Operationnal Excellence: Ensuring seamless and high-quality implementation of their solution in retail stores. Implementing and monitoring quality control processes.
Strategic Account Management: Devising and executing strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
Upselling and Expansion: Boosting revenue growth by identifying upselling or cross-selling opportunities within existing client accounts.
KPI Development: Developing key KPIs and reporting to effectively measure customer experience and deliver insights for continuous improvement.
Experience:
You have a minimum of 8 to 10 years of experience in operational excellence, professional services, customer success, or a related field, with at least 5 years in a leadership role.
Experience in the retail, logistics, or store operations sectors is a strong asset. You have in-depth knowledge of the SaaS and IoT industries.
You have demonstrated a proven ability to engage with customers and ensure operational excellence in a fast-paced and demanding environment.
You have successfully achieved customer objectives and driven revenue growth.
You have strong expertise in go-to-market strategy and a proven track record in implementing and monitoring operational performance metrics.