Customer Success Manager

Within the CSM department, you will be responsible for managing the services related to our IoT & SaaS solutions in collaboration with internal teams and retail sector clients. Your responsibilities will include :

• Monitoring service commitments : Ensuring that the services provided meet contractual commitments regarding support, maintenance, and asset management in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams : Working with support teams, client project managers, and other stakeholders to ensure quality service and adherence to service contract commitments.
• Managing service contract budgets : Tracking and managing the budgets of service contracts.
• Defining SLA / SLR content and implementation : Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees : Organizing and leading meetings with clients to discuss performance and potential improvements.
• Managing events impacting services : Ensuring that all events that could affect the service contract are considered throughout its lifecycle.
• Developing improvement plans : Creating continuous improvement plans and related actions.
• Proactively proposing service evolutions : Suggesting proactive service improvements, estimating their costs, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal : Collaborating with sales and presales teams during contract setup and renewal, providing indicators and information to define the best strategy.

Qualifications :

Additional Information :

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries. Joining us means being part of a globally distributed team of intellectually curious, committed, and collaborative coworkers.

The work environment is fast-paced, challenging, and ambitious. Here, your contributions are valued as we reinvent modern commerce together.

We feel supported. You will too.

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you through life's changes, including :

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Remote Work : Employment Type

Key Skills :

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Department / Functional Area : Project Management

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