Everysens is looking for their new Customer Success & Support Manager!

As part of our TVMS Expertise Center team (2 peoples), attached to the the VP Operations, your main tasks will be :

• Be an expert of our solution

• Help build our CSM Premium offering

• Helping somes keys customers to get their users to adopt our TVMS solution

• Helping somes keys customers to define, measure and maximise the ROI from our TVMS solution

• In charge of monitoring and improving customer satisfaction to avoid churn (define and implement action plans)

• In charge of training the users and writing overall customer documentations

• Manage regular customer relations with certain customers (Monthly, Steering committee, etc.)

• Participate fully in the management of user support tickets

• In charge of identifying upsell and cross-sell opportunities for the Sales team

• Responsible for sharing insights from the customer

Main activities

CUSTOMERS SUPPORT

• Become an expert in our TVMS solution, with in-depth knowledge of the platform, its functions and uses, to understand and qualify all customer requests (questions, incidents, service requests, etc.).

• Prioritise and process user’s requests autonomously.

• Investigating incidents or problems, coordinating the progress of requests with internal teams (Product Manager, Software Engineer, etc.) and ensuring that the problem is properly resolved.

• In collaboration with our project managers, helping customers get started with our solution (application settings, data transfer, etc.).

• Keeping the support documentation database up to date (KBs, Users FAQs, etc.)

• Contribute to the quality of our product documentation by helping to write it or by ensuring quality control of the documentation supplied by the Product and Engineering teams.

PORTFOLIO MANAGEMENT - CUSTOMER RELATIONS

• You will be Everysens main point of contact for some key account customers on a day-to-day basis. You organize and lead steering committees, and such governance meetings.

• Your customers’ satisfaction is your priority and you are responsible for it. You are also responsible for coordinating a body dedicated to measuring customer satisfaction on a regular basis, for strategic customers only.

• You identify and qualify opportunities with your customers, and take part in their sales process.

ADOPTION

• As the customer’s day-to-day point of contact, you will know how the Everysens solution works inside out, and you will answer any questions the customer may have.

• As a teacher, you lead training sessions for end users. You can help design change management strategies with your customers.

• In charge of account management, you’ll organize regular “project meetings” with your customers to move things forward and make sure they’re happy using our platform.

• You will also be responsible for qualifying your customers’ support requests. You will be proactive, carrying out an initial level of analysis and coordinating the resolution of potential incidents with the support teams.

ROI ANALYSIS

• You prepare and lead project ROI meetings with the appropriate customer contacts to validate the success criteria with them, linked to the initial objectives.

• You can guide the customer in modelling and calculating his ROI.

• You will be able to calculate and construct files yourself (Excel, slides) for presentation to decision-makers.

• You will carry out regular analysis for your customers to make it easier for them to use our platform and derive maximum benefit from it.

• Min 3 years previous experience in customer account management

• You are keen to understand our users’ business (logistics/rail freight)

• You are keen to learn about the technical and functional operation of our TVMS solution and become an expert in the solution

• You speak French and English - another EU language is a plus

• You are comfortable using new technologies in a software publisher context (SQL, API / POSTMAN, import procedures, etc.)

• You master Atlassian/Jira, the Google and Office Suite

• Travel is sometime required to meet customers in Europe

• 15min discovery call

• 1 hour meeting with Michel, our VP Operations.

• Use case with Sabrina, our CRO.

• 15 min call with Youness, our CEO