Customer Success Manager

The Mission:

The CSM ensures the satisfaction and success of our customers.  He/she works closely with internal teams including sales, marketing, implementation, expertise, evolution, product, and support to best coordinate the response to our customers' needs. The CSM is committed to understanding the specific needs of each customer and helping them maximize the value they derive from OneStock.

The 4 main objectives of the role:

• Support customers and encourage OneStock product adoption: The CSM is responsible for the customer's performance with the OneStock solution.

• Build customer loyalty:

  If the customer obtains results and feels supported and accompanied, he/she will be more inclined to remain a customer and even become an ambassador for the service.

• Increase Customer-Lifetime Value:

  Not only does the CSM aim to retain clients for the long-term, but he/she also identifies high-potential customers and presents them with new solutions as part of an upsell strategy.

• Be the voice of the customer to other internal teams:

  The CSM listens to customer needs and expectations. He/she shares requests for improvements or new functionalities to the product.

Job activities and responsibilities:

• Coordinate internal teams to provide appropriate responses to our customers' needs

• Customer communication

• Schedule, prepare and lead regular meetings with customers

• Demo existing modules and extensions, and/or new product functionalities

• Travel as needed to meet customers

• Draft SOWs and estimates for upsell/cross-sells, based on information provided by internal departments

• Follow-up of ongoing requests. The CSM is not responsible for tracking the details of ongoing projects and tickets, but must be aware of the most important points and the latest customer activity.

• Keep customer data up-to-date in our CRM tool

• Identify and pursue customer account development opportunities: new contacts, subsidiaries, additional modules, new countries, service extensions, etc.

• Propose new documents and/or tools to improve account management and customer service.

• Proactive monitoring of contract renewals

• Gather customer feedback on a regular basis, providing invaluable information for internal teams to improve the product and service provided.

• Share interesting customer business practices with marketing, for success stories

• Identify satisfied customers to encourage their participation in case studies, testimonials or other marketing initiatives.