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Customer success Manager - Offer

Company description:

Miap is a platform that allows customers of restaurants, bars and hotels to order and pay via their smartphone, at the table, from their hotel room or before arriving on site!

In order to support its growth, our startup needs reinforcements in its Op 'team! The ambitions are great, particularly on customer acquisition and on the quality of service!

Mission:

We are looking for a Customer Success Manager to support customer accounts in taking charge of our solutions and to retain them.

At the crossroads of Sales, Operations, Marketing and Tech, you will work with Jonathan, The Head of Operations. You guarantee the success of the Miap experience and the quality of the implementation of the solution within the partner establishments. You will also be responsible for the animation of your client portfolio.

 

On a daily basis, your mission is to support the customer (bars, restaurant or hotel) in the following phases:

  • On boarding :

    • Establishment of the customer ecosystem on our platform (access, remote or on-site installation, etc.)

    • Supporting clients on the various key milestones (from the kick-off meeting to getting started with the solution)

    • Training to implement best practices and ensure optimal use of our platform

  • Follow-up:

    • Ensure and analyze customer satisfaction: identification of customer needs, monitoring of key metrics (KPIs), implementation of action plans

    • Contribute to customer loyalty and be the privileged interlocutor

    • Identify upsell opportunities and manage contract renewals

    • Communication of new products

    • Achievement of monitoring points

    • Keep the help center up to date according to product developments and facilitate the flow of back office processes

Skills:

  • Training: Bac + 3 / + 5

  • Minimum 2 years of experience in Customer Success or Account Management ideally in SAAS

  • Excellent interpersonal skills with a very good sense of empathy

  • Customer Need and Satisfaction Oriented

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