Customer Care Manager
2 semanas atrás
**L'entreprise**
Walter Learning conçoit, produit et diffuse des formations en ligne à destination des professionnels, sous plusieurs marques:
- Walter Learning : formations généralistes (HACCP, bureautique, web & digital, etc.) et formations longues (CAP...)
- Walter Santé : formations spécialisées pour les médecins, kinés, infirmiers, dentistes, sages-femmes...
Le pari de Walter Learning, c’est de proposer un nouveau modèle de formation professionnelle, offrant la flexibilité et la créativité du e-learning, couplées à la rigueur et la justesse attendues par les professionnels.
Leur savoir-faire se situe dans l’alliance des sciences de l’éducation, du digital et de l’audiovisuel. Walter Learning c’est:
- Des formations denses, où chaque mot est pesé,
- Des formateurs reconnus ;
- Une plateforme d’apprentissage codée-maison, facile d’utilisation ;
- Un apprentissage souple, sans contraintes ;
- Un support apprenants aux petits soins.
Walter Learning a commencé à commercialiser son produit en mai 2019. Depuis, l’entreprise a démontré une croissance très forte, sur un marché gigantesque, puisqu'elle a vendu plus de 50 000 formations à fin 2022. L'entreprise est autofinancée et rentable.
**Description du poste**
Notre bureau de Lisbonne dédié à l’expérience et la satisfaction de nos apprenants s’agrandit et recrute Nous recherchons une personne pour rejoindre cette belle équipe en tant que Customer Success Manager.
Accompagné.e de Ravaka, dans la même équipe à Lisbonne, votre mission principale sera d’assurer le suivi de nos apprenants, du début de leur formation à la fin de leur parcours chez Walter.
Nos publics cibles - vos futurs interlocuteurs - sont des professionnels de santé et des personnes souhaitant se reconvertir ou monter en compétences sur des thématiques plus généralistes.
L’équipe Customer Success a une place très importante chez Walter : c’est elle qui assure les interactions quotidiennes avec nos apprenants, sachant que nos formations sont dispensées en e-learning.
En pratique, notre équipe tech a optimisé la plupart de nos process et outils, de manière à ce que vous puissiez vous concentrer sur l’essentiel : la satisfaction de nos apprenants. Cela implique de devenir rapidement expert de tous nos produits et des problématiques rencontrées fréquemment par nos apprenants, pour y répondre efficacement et ainsi assurer une expérience d’apprentissage exceptionnelle à notre communauté.
Vous serez ainsi au cœur de l’action, en représentant Walter auprès de nos apprenants et de nos partenaires.
Vos principales missions en tant que Customer Success Manager seront:
- **d'Assurer la meilleure expérience possible à nos apprenants**
- Prendre en charge les demandes de nos apprenants tout au long de leur expérience chez Walter, via différents canaux : mails, appels, SMS
- Nourrir la relation de confiance et contribuer à la fidélisation de nos apprenants
- Être un ambassadeur de la marque Walter, en étant fidèle à nos valeurs (qualité et réactivité)
- Accompagner les personnes qui nous contactent (anciens apprenants comme nouveaux prospects) dans l’inscription à une ou plusieurs de nos formations
- Participer à la coordination des webinars qui font partie intégrante de nos parcours de formation
- Participer à la coordination des passages de certifications qui ont lieu en fin de formation et permettent aux apprenants de valider leurs acquis
- Alimenter la relation et les échanges avec nos partenaires impliqués dans le parcours de formation de nos apprenants (certificateurs, freelances, animateurs de webinars )
- **de Contribuer à l’amélioration continue de notre service**
- Analyser les problématiques rencontrées fréquemment par notre communauté d’apprenants, proposer puis mettre en place des solutions adaptées
- Collaborer avec les autres équipes (production audiovisuelle, équipes commerciales ) en identifiant et en communiquant d’éventuels dysfonctionnements et pistes d’amélioration
- Contribuer à l’évolution de notre produit et de nos process en fonction du feedback des apprenants
- **de Réaliser des ventes additionnelles de nos formations**
**Profil recherché** Profil recherché**
- Vous êtes passionné(e) par la relation client et idéalement vous êtes attiré(e) par le domaine de l’éducation ou de la formation
- Vous êtes organisé(e) et sais respecter un processus mais aussi être force de proposition pour l’améliorer
- Vous êtes autonome et dynamique : Vous apprenez rapidement et vous vous adaptez aux changements
- Vous êtes exigeant(e) et fiable, soucieux d’apporter des solutions à chacun de nos apprenants
- Vous avez de très bonnes facultés de communication écrites, orales et un réel sens du contact humain
- Vous êtes à l’écoute, empathique et toujours calme pour accueillir les demandes
- Vous êtes à l'aise avec la vente
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