- Company Name
- Chargemap
- Job Title
- Customer Success Manager (CSM) Business CDI @Chargemap
- Job Description
-
Job Title: Customer Success Manager – Business
Role Summary:
Coordinate the end‑to‑end customer journey for B2B clients using the fleet management and supervision solution. Drive successful onboarding, proactive support, and continuous improvement while collaborating with sales, product, and technical teams.
Expectations:
- Deliver a seamless onboarding experience that ensures clients quickly adopt and effectively use the platform.
- Act as the primary point of contact for all client inquiries, maintaining satisfaction scores above agreed targets.
- Proactively identify and resolve issues, escalating when necessary, to minimize downtime.
- Gather and communicate actionable customer feedback to influence product roadmap and process enhancements.
- Contribute to upsell and renewal initiatives, supporting Account Managers in revenue growth.
Key Responsibilities:
1. Onboard new B2B customers:
- Conduct training sessions on platform interface, user roles, and reporting.
- Address initial questions, create customized guidance documents, and ensure a smooth transition from contract signing to active usage.
2. First‑line support and incident resolution:
- Receive and classify incoming requests (charging, billing, equipment, or technical bugs).
- Coordinate with Operations for billing issues and with Support Technicians for hardware or software faults.
- Keep clients informed throughout the resolution process and confirm satisfaction upon closure.
3. Client relationship management:
- Maintain regular check‑ins, monitor usage metrics, and identify risk indicators.
- Highlight upsell opportunities in collaboration with Account Managers and relay relevant information to the Sales team.
4. Continuous improvement:
- Collect and analyze customer feedback, reporting recurring pain points and success stories to Product and Engineering.
- Participate in internal process reviews to enhance service quality and operational efficiency.
5. Reporting and metrics:
- Track key performance indicators such as onboarding completion time, support ticket resolution time, NPS, renewal rates, and upsell revenue.
Required Skills:
- Proven experience in Customer Success, Client Onboarding, or Support within a SaaS/B2B environment.
- Strong analytical and problem‑solving capabilities.
- Excellent written and verbal communication in French; English proficiency is a plus.
- Ability to manage multiple client projects with competing priorities.
- Familiarity with CRM and ticketing systems (e.g., Salesforce, Zendesk) and spreadsheet/tools for reporting.
- Collaborative mindset, comfortable working cross‑functionally with Sales, Product, and Technical teams.
- Self‑motivation and proactive approach to process improvement.
Required Education & Certifications:
- Bachelor’s degree or equivalent in Business, Marketing, Information Technology, or related field.
- Minimum of 2–3 years in a Customer Success, Support, or Operations role.
- Relevant certifications (e.g., Certified Customer Success Manager, ServiceNow, or similar) are advantageous.