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Customer Experience Operations Project Manager
hace 2 semanas
• Monitoring des KPI de déploiement (Time to go live, retards, taux de charge etc.),
• Analyse mensuelle des retours de nos clients (CSAT, CES etc.),
• Construction, optimisation et automatisation d'un dashboard de la CSAT (en lien avec les équipes Data),
• Identifications et mise en oeuvre des améliorations possibles.L'exploration et l'optimisation des outils utilisés dans les déploiements et les supports pour garantir leur pertinence et identifier toutes les automatisations possibles :
• Optimisation de l'utilisation de notre CRM Salesforces,
• Veille et amélioration de notre Help Center (Zendesk),
• Accompagnement de la mise en oeuvre d'un outil de Quality Monitoring.La gestion de projets stratégiques et leur documentation associée pour onboarder les équipes Customer Success dans un nouveau modèle matriciel de déploiement :
• Accompagner et garantir le succès des expérimentations sur les nouveaux modes de déploiement (Product Led Growth)Objectifs : en se basant directement sur nos softs réduire de 80% notre Time to Deploy pour gagner en vélocité & de +50% la charge des CS pour valoriser leur expertise plutôt que leur capacité d'exécution.
• Analyse & optimisation de nos processus de déploiement,
• Mise à jour et optimisation de notre espace documentaire.Ce VIE est l'occasion de développer tes compétences analytiques et organisationnelles pour participer à la transformation du département Customer Success vers plus d'agilité et de vélocitéNous t'accompagnerons quotidiennement dans ta montée en compétences pour s'assurer que tu puisses grandir de jour en jour.Tes interlocuteursTu rejoindras l'équipe CX Ops, composée de Yasmine, Mathieu et Jean-Baptiste, les 3 Project Ops ainsi que Gabrielle, manager de l'équipe. Au quotidien, tu travailleras avec l'ensemble des membres de l'équipe et d'autres directions métiers en fonction des sujets (Customer Success, Customer Care, Product Specialist, RevOps, Data Ops...). Tu seras rattaché(e) directement à Yasmine.Profil recherché
• Tu es issu(e)d'une formation en Ecole de Commerce, IAE ou Ecole d'ingénieur,
• Tu as idéalement une première expérience en gestion de projet,
• Tu es reconnu(e)pour tes compétences analytiques, ta structure et ton organisation,
• Tu as une appétence pour les sujets d'outils et IT,
• Tu es sensible aux sujets d'expérience client et de satisfaction,
• Tu maitrises Excel–la connaissance de SQL est un plus – et idéalement connais Salesforce et Notion.Process de recrutementEtape 1 : Entretien téléphonique avec la personne en charge du recrutement (30min),Etape 2 : Entretien Manager avec Gabrielle (60min),Etape 3 : Test technique à faire en autonomie puis petit oral, restitution du cas technique avec Gabrielle et Yasmine (45min),Etape 4 : Grand Oral (45 min).Chez Lucca vous trouverez :? L'environnement stimulant d'une scale-up de la French Tech en forte croissance s'ouvrant à l'international où l'utilisateur final est au cœur de la conception des solutions ;? Une forte culture d'entreprise fondée sur la collaboration et la responsabilisation de chacun (actionnariat salarié, transparence des salaires, des décisions et des résultats, culture du débat, variable collectif plutôt qu'individuel, etc.) ;? Des équipes passionnées qui abordent les sujets sérieusement mais sans se prendre au sérieux ;? La possibilité de faire du télétravailVenez rejoindre notre entreprise à taille humaine et dont le fonctionnement très participatif laisse une place importante à l'initiative, à l'innovation et au non-conformisme.Nos offres sont ouvertes aux salarié(e)s reconnu(e)s travailleurs et travailleuses handicapé(e)s (RQTH).#J-18808-Ljbffr
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Customer Experience Operations Project Manager
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