Job Description
- You will be in charge to secure adoption and drive customer satisfaction
- You will build customer loyalty to fight churn
- You will reduce Time-to-Value for OVHcloud's customers
- You will increase account income through cross-selling & upselling
- You will bring the voice of the customer and advocate him within OVHcloud
- Trusted Advisor: build and maintain a strong and trustworthy relationship with your portfolio of customers.
- Collaboration: work closely with other teams within OVHcloud, to ensure that customers needs are incorporated into the product development process.
- Customer Advocacy: act as an advocate for the customer within OVHcloud.
- Onboarding on new services: help customers get started with the product or service by providing trainings and resources.
- Adoption and Expansion: assist customers in adopting or growing their usage of OVHcloud's services, while reducing time to value from their investment.
In 6 months
- You will complete onboarding et training to be able to pitch OVHcloud's solution.
- You will manage a portfolio of customers: support them on a daily basis in using the product or service
- You will monitor various action plans and analyze the results and performance indicators, particularly on the loyalty of your accounts
- You will take part to internal projects and contribute to team meetings
And in 1 year
- You will develop and enforce your customers' interactions
- You will become a CSM Referent to at least one Sales' cluster
- You will lead international OVHcloud's initiatives
- You will undertake various loyalty initiatives, notably with the product and marketing team to create programs or to develop new features
- You will be autonomous to deploy an OVHcloud's Success Account Plan (SAP) with you customers
- You are customer centric, and you have a demonstrable experience Customer-facing interactions.
- You have experience in Information Technology field (Cloud, network, operating systems, storage and/or virtualization) and know the benefits and challenges of moving to the cloud
- You are equipped with strong interpersonal skills: diplomacy, eloquence, enthusiasm, and commercial flair
- You have communication skills in English (B2 level required)
- You are dedicated and want to have a positive impact on your internal and/or external contacts
- You know how to evaluate and control the risk and manage situations of conflict
- You are organized, disciplined, and have a good team spirit
- You collaborate easily with cross-functional teams
- You are autonomous and know how to take initiative
- You have a curious mind and be comfortable with financial concepts, numerous communication and CRM tools.
That's a plus:
- You have vertical & sector knowledge
- You have an ITIL certification