CSM - Marketing & Analytics

Within the Customer Success team specialized in the TelCo domain and located in Tunis, the mission of the Customer Success Manager Enterprise TelCo is to ensure, maximize and perpetuate the satisfaction of its portfolio of customers, large companies belonging to the telecommunications sector.

He/she manages and coordinates the support actions of his/her customers in order to reach the set objectives, with KPIS that mainly focus on customer satisfaction.

He is the guarantor of the CLV of his clients, whom he secures by the quality of his support: mastery of the tool, optimization of performance, sectoral mastery, intimate understanding of their context and challenges.

• Leads the customer relationship on its accounts:
• Manages the relationship with strategic and high potential accounts
• Organizes and conducts meetings with existing customers in order to cultivate a privileged relationship and anticipate their requests
• Ensures the quality of the relationship with the various contacts at all levels of the client's organization (Marketing, IT, General Management, etc.)
• Follows the progress of the customer's initiatives and leads the reporting
• Ensures the proper execution of actions to be taken on its accounts.
• Provides advice and recommendations to clients and the team
• Contributes, with his team, to the animation of the SPLIO customer community and promotes virtuous exchanges within it (organization of events, etc...)
• Analyzes account management indicators - retention rate, customer satisfaction, etc. - in order to implement customer loyalty actions
• Provide product expertise during pre-sales meetings with Sales Managers
• Is the guarantor of the satisfaction of his customer portfolio:
• Ensures the follow-up of scoring and satisfaction measurement tools
• Develops a strategy to achieve the customer satisfaction results set with the Customer Success Director
• Ensures the follow-up of customer satisfaction surveys on his portfolio
• Ensures the proper handling of customer issues in coordination with other Splio teams
• Is a real Splio product expert and performs complete onboarding of new Splio customers in a successful "product adoption" logic
• Organizes regular product training sessions with existing customers
• Anticipates and detects churn risks and portfolio evolution potential:
• Anticipates customer risks, and works in collaboration with different parts of the SPLIO organization to ensure their resolution
• Contributes to the construction of revenue forecasts, as well as monitoring and updating them regularly
• Identifies opportunities for growth and contributes to their success in partnership with the Sales team
• Participates in the marketing of the offer:
• Provides analysis on customer needs, competition and the market Reports on customer product development needs

To stand out from the crowd :

• Facilitate business workshops, training sessions, steering committees: demonstrate leadership and pedagogy, ease in public speaking with business contacts up to C-level
• Develop and deliver marketing materials (workshops, training, analytical studies)
• Transcribe a customer need in a clear and complete way
• Arbitrate, decide taking into account the objectives and constraints of the project (business, technical, commercial...)
• Be a force of proposal with the customers as well as internally
• Demonstrate empathy while being business-oriented: position yourself in the place of the end customer in a bottom-up approach
• Be autonomous and dynamic
• Put into practice a strong team spirit!

Background :

• You have acquired 3 to 4 years experience in a similar position or have held a CRM position in the telecommunications sector.
• You have a good knowledge of the Martech ecosystem and a broad vision of the CRM, CRM, SaaS software,... market in the context of multi-channel retail, including e-commerce and in-store customer relations.
• You are particularly familiar with the world of telecom marketing, its challenges and its specificities

Skills :

• Experience in relationship marketing (CRM animation, loyalty programs, etc.)
• Analytical skills (predictive marketing and scores, segmentations, customer knowledge)
• Appetence for data and digital subjects, ability to exchange and to be a force of proposal with various teams (product, sales, R&D, support or tech)
• Experience working with SaaS-based products, comfortable speaking about complex/technical concepts

A perfect command of French and English is required, both spoken and written