Descriptif de l'offre

Why we need you:

To support its fast development in Europe with DPDgroup, Pickup is recruiting a Customer Success Manager.

A member of the International Direction, the Customer Success Manager supports international clients (leading DPDgroup carriers) in the definition, construction, and implementation of Pickup Services solutions. The Customer Success Manager plays a central role to deliver Pickup mission to stand out as the out-of-home leader in Europe.

In this context, your job is: 

To ensure the success of our clients, you’re in charge of an application area of Pickup as well as a portfolio of customers. Overall, you are the voice of customer within Pickup and as such, represents theirs needs

To succeed in this position, your missions are as follows:

Application area owner: you are the customer expert of a tool or solution within the international team (animation, loyalty and communication to PUDOs):

• You coordinate and aggregate all customers needs and feedbacks related to the application area
• You work in collaboration with the business & IT project managers on the roadmaps, from scope to project deployment, to deliver the expected projects and enhancements
• You create all the necessary tools and resources to optimize the impact of your application area for our customers (guidebooks, training material, workshops…)
• You guarantee a perfect project follow-up and inform teammates as well as customers on the progresses and challenges
• You build and share best practices/ know how based on your experience

Country manager: You act as a key account for a selection of countries (UK + ITA)

• You learn and track the country’s strategy, key projects and objectives
• You share Pickup knowledge and expertise to drive the country’s roadmap
• You identify and challenge the enhancements needs requested by the country
• You share and push these needs and expectations internally
• You monitor the use of Pickup tools and their performance
• You track the day-to-day activities and requests in relation with the technical support team

In this position your role is transverse, you are in contact with various stakeholders and intervene as well on projects related to customer services as Pickup tools.

Profil

• Graduate with a customer relationship/ project ambassadorship orientation, you have developed a successful 3-5 year experience
• You speak English fluently. An additional language is appreciated.
• You are organized and you know how to adapt to your stakeholders thanks to your excellent relationship management skills
• Strong skills in project management and ability to understand technical issues related to your application area
• Proven communication skills
• Have a strong sense of purpose and results

• The knowledge of the world of transport and/or e-commerce would be a plus