Customer Success Manager

Job Description

We build. We create impact.  

Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients. Your missions will include:

• Develop/maintain relationships to position Vusion as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Qualifications

Qualifications we’re looking for.     

• Proven experience of 2-5 years in the same role of CSM
• Ability to understand customer's needs and build trust-based relationships
• Client Relationship & Retention: Strong ability to build trust, drive satisfaction, and secure renewals.
• Growth Mindset: Skilled at spotting upsell/cross-sell opportunities and partnering with Sales.

Additional Information

We innovate. We help communities thrive.  

Vusion has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.   

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.   

We feel supported. You will too.   

Vusion is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:  

• Pay: Competitive pay, shareholder equity and benefits 

• Schedule: A flexible, hybrid work schedule   

• Career Growth: E-learning opportunities and workshops, and global mobility potential   

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