CUSTOMER SUCCESS MANAGER Job at Edenred
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting over 50 million users and 2 million partner merchants in 46 countries via roughly 900,000 corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives(such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 10,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2021, thanks to its global technology assets, the Group managed close to €30 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CACNext 20, CAC Large 60, Euronext 100, FTSE4Good and MSCI Europe.
Edenred
is a pioneer, a tech leader and the everyday companion for people at work across more than 46 countries. Our 10,000 employees are committed to making the world of work a better place for all, one that is safer, more efficient and more user-friendly. At Edenred, our passion for customers, respect, imagination, simplicity and entrepreneurial spirit are our values. For anyone who needs to vibe in their professional life, we are the best place for you to work and grow.
Edenred Benefits is the nation’s leading comprehensive provider of pre-tax commuter benefits since 1985. Our expertise combines quality, efficiency and full compliance with IRS regulations. Our leadership is based on our expertise developing platforms and providing support for small businesses, national corporations and government agencies.
Job Description:
The Customer Success Manager is responsible for developing and maintaining world-class customer relations with new and existing clients in order to manage customer retention and increase program growth. Their role is to establish a trusted advisor relationship with customers so that you can guide and support them in enhancing their benefit needs and expanding into employee engagement. They must be able to work strategically with customers to identify objectives, action plans, measurements and analytics to ensure the customer is meeting and exceeding their objectives and receiving value from their investment. The Customer Success Manager (CSM) focuses on relationship building, retention, expansion and overall client satisfaction.
- Manage multiple client relationships with a focus on quality of relationships, adoption, retention, knowledge updates and satisfaction
- Service and support our existing client base
- Own overall relationship with clients during the entire lifecycle of their onboarding, implementation and engagement processes
- Work directly with client decision-makers and budget-holders
- Help clients measure their success and ROI
- Maintain excellent knowledge of product portfolio and programs in order to better understand the customers’ needs
- Educate clients on both new and existing product offerings, with focus on upsell and cross-selling conversations
- Manage and lead the evolution of all customer retention activities
- Strategically incorporate customer feedback into the platform by collaborating with product/IT management team
- Project manage and lead technical customer implementations as needed
- Proactively identify and lead team process improvements
- Take initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information
- Coordinate and prepare for client visits and presentations
- Meet/exceed defined customer satisfaction goals as measured
- Perform other duties as assigned
Qualifications:
- Minimum of 3 years’ experience in a similar function
- Bachelor’s degree in a related field (preferred). Equivalent combination of education and experience will be considered.
Skills and Abilities:
- Strong knowledge and working experience with Salesforce
- Positive attitude
- Passion for the client and sales savvy mindset
- Take pride in delivering world class customer service
- Able to successfully interact with executive level customers and decision makers
- Ability to strongly influence without direct authority
- Strong project management, planning and organizational skills
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Ability to multi-task and prioritize issues
- Ability to work as a passionate self-starter
Edenred USA is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.
Apply now and Vibe with Us!
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