Intern Customer Success Manager

hace 3 meses

Barcelona, España LittleBig Connection A tiempo completo

**Who are we?**:
**About LittleBig Connection**: The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change - they have to get ahead of the game. They need to function as integrated organizations, positioning the best talent at the heart of each project to leverage the right skills at the right time.

LittleBig Connection is the solution that connects big companies with external experts looking for the best projects available.

We create a direct and transparent link between all companies and stakeholders, big and little, so they can team up more easily than ever before.
- How do we do it?_
Through our platform, which allows:

- Clients to publish on our marketplace all their requirements (RFPs) for external consulting services.

As the leading international player in its industry, LittleBig Connection supports 280 major clients such as AXA, Carrefour, Sephora, Decathlon, Air France or Kering in their **Big** innovation projects and flexibility needs. With the ambition to become the international leader of Total Workforce Management by 2025, LittleBig Connection is present in 25 countries around the world and has no intention of stopping there: Canada, India, Vietnam, Spain, Mauritius, Tunisia... the **#FutureofWork** is already here Are you ready for the adventure?
**Why join LittleBig Connection?**: ❤️ Thrive in the new digital business world

Lead high value-added strategic projects with a concrete business impact

Experience working in a young and international atmosphere, with colleagues on all 5 continents

Benefit from a flexible work environment with remote working options ‍ ‍

Access a variety of training courses and continuously improve your skills

Take part in the events organized by our LittleBig Crew: work socials team building events... moments you won't want to miss
**Job description**:
**LittleBIG Connection is actively looking for an Intern Customer Success Manager**

Your LittleBig responsibilities

You will join our teams in Barcelona as an Intern Customer Success Manager to play a key role in ensuring the continued success and development of our rapidly growing customer base.

Our Customer Success team is founded on the principle that successful customers will continue to grow with us. As an Intern Customer Success Manager, you will support the Customer Success team in ensuring that clients achieve their objectives through effective use of the platform, which involves a blend of client relationship management, data analysis, and process improvement tasks, all aimed at enhancing client satisfaction and retention.
- Process improvement within the Customer Success Team (~40%)

You will work on auditing and improving internal processes related to customer success, such as ensuring compliance with contract terms or optimizing the use of their tools and resources.
- **Tools Optimization**: Help optimize the use of customer success tools, such as Jira, Airfocus, and AI-driven platforms. You will identify inefficiencies in how these tools are used and suggest improvements to streamline processes. This includes collaborating with the Product and CSM teams to enhance collaboration, creating handbooks to standardize best practices, and integrating AI solutions to automate tasks and enhance efficiency.
- **Internal Audits**: Conduct internal audits of customer success processes to identify areas for improvement. This will include evaluating the efficiency of the account structure or how well communication flows between teams.

**1. Data Analysis and Reporting (~30%)**

You will analyze client data to monitor key performance indicators (KPIs), track progress against objectives, and identify areas for improvement. This will involve updating dashboards, preparing
reports, and providing insights to the Customer Success team.
- **KPI Monitoring**: Regularly track and analyze key performance indicators (KPIs) relevant to customer success, such as usage rates, customer satisfaction scores, and retention metrics. The intern would update dashboards and ensure that the data is accurate and up to date.
- **Trend Analysis**: Identify patterns or trends in client behavior that could indicate areas of improvement or potential risks and suggest proactive outreach.

**2. Participating in Strategic Planning (~30%)**

You will contribute to the development of strategies for improving client engagement and retention, including working on initiatives like Quarterly Business Reviews (QBRs) and account planning.
- **Meeting Participation**: Attend client meetings, both internal and external, to observe how experienced Customer Success Managers interact with clients, resolve issues, and drive success. This learning experience is crucial for understanding real-world customer success challenges.
- **QBR Preparation**: Assist in preparing for Quarterly Business Reviews (QBRs) by compiling data, creating presentations, and drafting agendas. You wil

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