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Customer Care Manager F/H

5 meses atrás

Lisbon, Portugal Walter Learning Tempo inteiro

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

Idéalement, vous êtes diplômé d’un Bac+2 ou Bac+3 et vous disposez d’une première expérience dans la relation client, cependant nous ne demandons pas de parcours type et les candidat(e)s issu(e)s de tous types de formations sont invité(e)s à candidater. Si vous êtes attiré(e) par les missions évoquées et vous reconnaissez dans les compétences attendues, n’hésitez pas à postuler

Pourquoi nous rejoindre ?

Nous avons une politique concrète de promotion interne et un parcours de carrière défini pour les équipes commerciales. Rejoindre ce projet, c’est avoir l’opportunité de progresser professionnellement, en relevant des défis toujours plus grands et variés : évolution vers un autre processus de vente, du management, un autre département, un autre pays… Nous proposons des CDI de 40 heures et nous engageons à favoriser l’équilibre de vie pro-perso de nos collaborateurs Walter Learning est présent dans plusieurs grands centres urbains, dans des bureaux modernes et toujours très bien localisés Pour la grande majorité des postes, il est possible de choisir son lieu de travail. Il est également possible de changer de lieu de travail définitivement ou ponctuellement. Nous proposons à tous nos collaborateurs d’accéder en illimité à l’ensemble de notre catalogue de formations

Processus de recrutement

Rencontre avec la Head of office de Lisbonne Rencontre avec le Head of Learning Experience Rencontre avec la Customer Care Manager