Customer Success Manager

2 semanas atrás

Lisboa, Portugal Vroomly Tempo inteiro

Vroomly c’est la plateforme tout-en-un qui **révolutionne l’expérience de l’entretien auto** pour la rendre simple et fiable. On permet aux automobilistes de comparer les garages près de chez eux en fonction du prix, des avis et de la disponibilité puis de prendre rendez-vous directement en ligne après avoir obtenu un devis précis. Pour les garagistes, notre solution Vroomly Pro permet de gérer et d’optimiser leur business de A à Z : rendez-vous, achat de pièces, devis et factureet ce n’est que le début

Fondé en 2017, Vroomly dépasse les **2M de visiteurs par mois**, et accompagne plus de **6000 garages au quotidien**, grâce à une équipe qui vient d’atteindre le cap des **100 collaborateurs**

Dans les prochains mois, on prépare des évolutions majeures de notre offre, et on met les bouchées double sur le recrutement pour préparer le **lancement à l’international**

Partant.e pour l’aventure ?

**Descriptif du poste**:
Notre équipe Customer Success leadée par Laura, _Head of Care_ est passée de 2 à 6 Customer Success Manager en seulement quelques mois et continue à s’agrandir. L’équipe a pour objectif de faire de Vroomly la **solution indispensable** aux garagistes dans le développement de leur activité

En tant que Customer Success Manager chez nous, tu as ton **propre portefeuille clients** à **former** et à **accompagner** afin d’augmenter leur visibilité sur la plateforme, le nombre de rendez-vous assurés, et la bonne utilisation de Vroomly

Tu l’auras compris, tu seras garant(e) de la **satisfaction d**e nos clients et de la **qualité de leur utilisation** de la plateforme, permettant ainsi à Vroomly de devenir **la référence** pour les garagistes et automobilistes, et de continuer dans sa croissance

**Les challenges qui t’attendent sont**:
***:

- Rendre nos garagistes opérationnels sur la plateforme en les **formant sur les fonctionnalités**, les **bonnes pratiques** et en complétant leur profil avec les prestations/tarifs.
- **Suivre les garages** dans la prise en main de Vroomly (échange téléphonique lors du 1er RDV, 1ère facturation, 1er retour ).
- Permettre à Vroomly de voir son utilisation augmenter en **accompagnant les garagistes** sur la **bonne utilisation** de la plateforme et le **respect de la charte qualité** (confirmation des rendez-vous 24h à l’avance, mise à jour des disponibilités et des tarifs )
- **Analyser les statistiques** de tes garages sur l’utilisation de Vroomly et mettre en place des **plans d’action** pour les améliorer.
- **Favoriser l’adhésion** des garages en travaillant avec l’équipe Customer Care et Account Manager pour répondre aux remontées clients / gérer les conflits.
- Être le point de contact de nos clients pour l’ensemble de leur facturation (relance, recouvrement ).
- Participer à la **construction des process**.

**Par exemple, tes enjeux seront**:

- **Onboarder** nos nouveaux garages **15 jours maximum après la signature **de leur contrat afin de les rendre opérationnels le plus rapidement possible
- **Garantir la bonne utilisation **de notre plateforme par ton portefeuille clients afin d'**augmenter le taux de rendez-vous confirmés** par nos garages
- Mettre en place des actions pour **fidéliser** nos clients

Bien évidemment, **on t'accompagne** pour atteindre ces enjeux On a une réelle culture de la **formation **et de l'**amélioration continue **pour que tu puisses progresser et monter en compétences

**Tu es notre pépite si**:

- La satisfaction de tes clients est au coeur de tes préoccupations Tu mets un point d’honneur à **être réactif** et à **proposer des solutions** pour répondre à des problématiques variées.
- Tu es **orienté(e) résultats** et veut **faire cartonner ton portefeuille clients**
- Tu fais preuve d’un **excellent relationnel** pour construire une relation de confiance avec ton portefeuille de garages.
- Tu as un sens de la **rigueur** et de **l’organisation** hors pair.
- Et enfin, tu seras amené(e) à travailler avec ton équipe, l’équipe Customer Care et Account Manager, l’esprit d’équipe est de mise

**Hey Tu te demandes toujours pourquoi Vroomly est la meilleure boîte tech du monde ?**:

- **Proximité** : on reste toujours bienveillants, simples, accessibles et francs en toutes circonstances
- **Transparence** : Par exemple, nous avons une grille des salaires transparente, où chaque membre de la Vroomteam a accès à l’ensemble des niveaux de salaires (co-fondateurs y compris)
- **Un super environnement de travail** : des nouveaux bureaux aménagés pour le confort de la Vroomteam, du café & du thé, des fruits, du super matériel (des macs, des casques etc..).
- **Benefits** : Deux jours de télétravail après la validation de ta période d’essai, des codes promos Vroomly, achat de livres illimité (oui, tu as bien lu ), ticket restau, mutuelle etc
- **Un accompagnement po

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