Customer Success Lead

About the Role:

The Customer Success Lead at Akkodis GDC will be integral part in company’s effort to deliver best in class solutions to key prospects and customers in the Enterprise sectors and have the exciting opportunity to create strategies to build mindshare and broad use of our capabilities. 
A primary focus of the role is to develop, grow and sustain the Akkodis Strategy among existing Customers of Global Delivery.
Overall, the Customer Success Lead is responsible for ensuring that customers are satisfied, building strong relationships with customers, and driving customer retention and growth.

Responsibilities:

• Understand customer needs and communicate them internally with pre-sales team to accelerate growth and customer satisfaction 
• Develop and implement policies and procedures to facilitate and grow long-lasting customer experiences
• Define the right interaction model and evaluate its success
• Establish services levels and requirements
• Develop and implement analytics to track and improve partner and customer feedback
• Responsible for analyzing customer data to identify trends and patterns. This involves understanding customer behavior, identifying areas where the company can improve its products or services, and providing recommendations to the company's leadership team.
• Develop and implement training and quality assurance programs for new team members
• Identify opportunities for continuous improvement fostering company-wide culture of Customer Success
• Connect customer and partner feedback to product development and management for building world-class capability 
• Adopt the Akkodis Culture of being collaborative, respectful, transparent, ethical, efficient, high-achieving, and fun
• Provide a regular market analyzes, based on experience, market trends 
• Highly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring compliance.
• Research and develop a thorough understanding of the company’s capabilities.

Requirements:

• 3+ years of experience on a management position 
• 3+ years of experience in a customer success role
• Fluency in English
• A good understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring and performance report
• Commercial experience in renewals and/or upselling
• Expertise in user requirement identification, customer input, VOC & market research.
• Strong understanding of business strategies and risk management
• Experienced in providing feedback and management of others’ performance
• Broad understanding of technical concepts in related field as well as other technical functions in non-related fields
• Able to complete tasks in accordance with set processes and procedures and applicable codes and / or standards
• Able to discuss routine technical problems and communicate effectively with immediate supervisor and other executive levels in the Organization.
• Ability to facilitate meetings and conduct workshops 
• Well-executed risks and dedicated brand awareness representation opportunities and proactively act to address them)
• Able to execute and represent explicit brand vision and values 

Education Requirements:

• BSc/BA degree in IT, Telecommunications or Business Management, MSc/MA 
• ITIL, Project management, Six Sigma Certification is a plus 

You will get:

• Competitive remuneration package
• Performance-based bonuses
• Referral bonus program
• 25 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses and more)
• Free Psychological Counselling via Green line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives