Head of Customer Operations EMEA

Toucan Toco recrute !

À propos

Notre mission : faire acte de pédagogie pour transformer des données brutes complexes en des Dataviz et des Histoires interactives. Nous créons une catégorie logicielle : le Data StoryTelling.

Nos utilisateurs : Les métiers des directions Marketing, Production, Financières, Ressources Humaines ou Commerciales de grandes organisations.

De 4 associés à 80 collaborateurs en 5 ans, nous sommes resté autofinancés jusqu'en 2019 grâce à la confiance de plus de 100 clients grands comptes, pour plus de 300 projets, parmi lesquels Renault, Crédit Agricole, Elior, Icade, Nexity, EDF, GRDF, BNP Paribas, Heineken, Marques Avenue, Euler Hermes, BIC, SNCF...

Les Small Apps de Toucan sont mobiles, simples à utiliser, faciles à mettre en place, intégrées dans les SI existants et au service de l'excellence opérationnelle des métiers RH, Marketing, Financière, Commerciaux et Directions Générales.

Au programme :

  • Une culture forte et bienveillante
  • Valeurs définies ensemble dont "each one teach one". On est tous tour à tour apprenant et enseignant.
  • Un produit logiciel excitant à créer, installer, marketer ou vendre
  • Une organisation en très forte croissance, où tu grandis vite

Descriptif du poste

YOUR MISSIONS

You report to the VP Europe and you’re in charge of all client facing operations in Europe. There are no counterpart in other geographies.

You own all client-related processes except sales and finance ones.

Working closely with the Head of Sales and thanks to your team of experts your goals are to:

  • Guarantee a low churn by engaging our clients in a strong relationship
  • Guarantee clients achieve impact
  • Shorten the sales cycles and increase conversion rates in the sales funnel for newbiz and upsell
  • Provide the best clients experience at each step of their journey with us

We expect from you that you:

  • Set a clear vision of what should be done to maximize client experience and enforce this vision
  • Monitor closely all interactions with our clients to continuously improve our processes and our organisation
  • Inspire your team to drive proactivity in clients interaction

DAY TO DAY

  • You monitor our client base to identify actions to take to improve client satisfaction overall
  • You set strategy and plan of actions account by account with the Head of Sales and follow the execution of these actions
  • You interact with clients to get direct feedbacks from them on how we perform and how we should improve
  • You extinguish fire before they start, when it’s just sparks
  • You prepare a green field for account managers that will upsell

BENEFITS FOR YOU

  • You come at the right moment when the organization is scaling
  • You are very autonomous and we’ll support your initiatives
  • You interact with a wide range of clients in different industries with different implementation use-cases
  • You’re in a key position to guarantee the success of the company

YOUR TEAM

The teams (15+ people) you manage are:

  • Solution engineers in charge of pre-sales meetings and post-sales technical integration
  • Delivery managers in charge of onboarding on the platform and delivering the first projects with clients and partners
  • Customer success managers in charge of satisfaction and retention
  • Client experience managers in charge of building strong relationships with customer advocates
  • Technical account managers in charge of customer support

SPHERE

  • Package : Fix & Variable salary scaled on the experience
  • Caring Organisation, healthy and simple atmosphere

Profil recherché

** PROFILE**

  • You have 10+ years experience dealing with clients, from pre-sales to post-sales
  • You’re obsessed with client satisfaction and retention
  • A client having no answer in a day drives you crazy
  • You know how to turn a situation around from an angry client to an advocate

ATTITUDE

  • Pragmatic and resourceful,** you're a “doer”** = you do things, quick and well. Even if you have to correct it afterwards.
  • You are convinced of the impact that data presentation can have
  • Creative, curious and autonomous, you are ambitious and want to participate to a start-up growth
  • You want to progress in the contact of performing individuals
  • You use Digital Tools efficiently

Process de recrutement

  • A personal success, that you are proud to present us in two lines. No cover letter.
  • By clicking on the big “Apply” button ‘Welcome to the jungle’

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris, France (75008)
  • Expérience : > 10 ans
  • Télétravail ponctuel autorisé