Client Success Manager - Casablanca

Entreprise :

Sitel Group devient officiellement Foundever™.

Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.

Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX. 

Culture de l'entreprise :

Foundever se caractérise par une culture fortement orientée vers l’innovation, où la créativité, l’agilité et l’expérimentation occupent une place centrale dans la dynamique collective. Cette orientation est étroitement équilibrée par une culture de coopération, mettant en avant la bienveillance, l’esprit d’équipe et un management de proximité favorisant l’accompagnement et l’autonomie. Une dimension de compétition vient renforcer l’exigence de performance et l’orientation résultats, tandis que l’organisation, plus modérée, apporte un cadre structurant aux pratiques. L’environnement s’adresse à des profils curieux, engagés et à l’aise dans des contextes évolutifs.

Poste :

As the Client Success Manager (CSM) at Foundever® you will be responsible for the relationship with CX Analytics clients to ensure satisfaction and delivery of analytics solutions and services. You will play a vital role in understanding the client business needs and serve as a focal-point for the Foundever analytics delivery teams and key stakeholders to communicate client requirements, drive client success and adoption, and ensure our client is achieving a return on their investment from our analytics solutions, i.e., interaction analytics, data consulting, and advanced data analytics solutions. You will be ensure our clients are receiving quantifiable business value resulting in client renewals as well as growth and expansion of our Analytics portfolio within the clients.

1. You will engage executives in the strategic planning, definition, and prioritization of their analytics program needs through regular meetings and business reviews with the client.
2. Ensure that clients understand and experience the value of Foundever Analytics solutions and services by achieving valuable insights from analytics and a return on their investment; ensuring high renewal rate on accounts.
3. Manage client relationships by keeping a pulse on customer analytics needs and requirements and work with Analytics teams to adapt to their current and future strategy direction to ensure Return On Investment (ROI) and reduced Time To Value (TTV).
4. Develop account plans for all clients and roadmap to success.
5. Document and publish client success stories with quantifiable impacts to educate on the impact of analytics on client business objectives.
6. Work with internal teams on plans and priorities to ensure client satisfaction including focus area for next business analysis leveraging analytics.
7. Provide client insight to solution delivery teams on what enhancements and improvements are needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage, high renewal and referral rates.
8. This involves staying up to date on analytics solution and technology offerings and infrastructure requirements to support these advanced solutions and benefits and client case studies in order to align the right solution to the needs of the client based on a deep understanding of their business and goals.
9. Conduct regular calls with the client, analytics teams, Account Management and BPO Operations to provide updates, align client requirements with analytics team deliverables and ensure ongoing communication around client needs to drive value from analytics.
 

Profil recherché :

• Bachelor’s degree preferred.
• 2+ years in areas of solution adoption, client management in contact center space, customer experience transformation leveraging advanced analytics solutions, such as, interaction analytics, automation.
• Consulting around solution/application/product adoption, aligning business requirements with solutions.
• Excellent communication skills and relationship building, team collaboration toward achieving a goal.
• Client Account Management, change management, project management.
• Ability to travel 25-30% 

Adresse de notre siège :

Traits de personnalité souhaités :

Extraversion Distance émotionnelle Rationalisme Besoin d'action Ambition Flexibilité Besoin d'autonomie