marketing
Customer Success Manager
lyon
Permanent contract
ref. 17034
About welcomePAX
welcomePAX is a B2B OTA dedicated to groups travel. We help tour-operators and DMCs find and book the best services to build their groups’ trips. Our technology and our large catalog of services (restaurants and shows) through Europe make the travel agents save time on travels providers acquisition and focus on trips building. We are planning to lunch three other categories by the end of the year and we are looking for smart and hardworking people to help us within this acceleration.
Job description
As a CSM you will work closely with customers to ensure they are satisfied with the services they receive and as required improve upon areas of dissatisfaction. You become a key member for both your customers’ team, and welcomePAX’s, by ensuring consistency and trust throughout the customer journey.
What you'll do
> Onboard the new clients of welcomepax.com;
> Deliver end-to-end client service and project management;
> Ensure that welcomePAX customers understand the value of using the plateform;
> Serve as your customers primary point of contact for all client-facing questions with the goal of client delight;
> Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner;
> Elevate recurring issues to Product Management to find ways to improve the overall functionality and customer experience.
What you'll need
> Experience in a customer service, client relationship management, or customer success role;
> Exceptional communication (oral & written) skills;
> Ability to analyze complex business and technology issues while understanding a prospective client’s solution requirements;
> High energy with strong initiative, unquestionable reliability, and follow-through, self-directed and organized;
> Experience with a CRM, HubSpot is a plus;
> Fluent in English and French, any other language is a plus.
