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Associe Experience Client

2 months ago

Kirkland, Canada Pival Full time

**Position Location**:
Kirkland, Quebec, Canada

**Division**:
Operations

**# of Applicants**:
1

**Schedule**:
Permanent

**Shifts**:
Day

**Insert start and finish time for shift AM/PM**:
9:00 AM
5:00 PM

**Days**:
Monday,Tuesday,Wednesday,Thursday,Friday

**Pival International Inc. est une société mondiale de logistique et de gestion de la chaîne d'approvisionnement avec un menu complet de solutions logistiques d'entreposage et de solutions de transport, y compris la sensibilité au temps (terrestre et aérienne), FTL, LTL, intermodal.**
Relevant du directeur de l'expérience client, faisant partie de l'équipe des ventes et du marketing, ce rôle est pour vous si vous êtes vraiment passionné par la défense des clients et avez un profond désir d'aider nos clients tout en ayant un impact direct sur la mission globale, le succès et la croissance de PiVAL. Vos interactions avec le client réaffirmeront et renforceront la relation de l'organisation avec les comptes existants et leur décision de travailler avec PiVAL. Dans votre rôle, vous serez responsable de la fidélisation de la clientèle pour tous vos comptes et soutiendrez la croissance des revenus des produits, solutions et services de PiVAL pour ses clients. Vous devrez établir des relations de confiance avec les clients et les intervenants internes.
**TÂCHES ET RESPONSABILITÉS DU RÔLE**
- Gestion de compte pour un portefeuille de clients dédié, y compris la propriété de plans de comptes stratégiques et la fourniture aux clients de mises à jour pertinentes sur les fonctionnalités et les avantages de nos services
- Superviser et gérer les tickets clients pour accélérer la résolution des problèmes clés grâce à une collaboration interfonctionnelle, en veillant à ce que toutes les communications client soient documentées dans le CRM HubSpot de PiVAL
- Intégrer de nouveaux clients
- Effectuer des revues d'activité continues pour célébrer les succès, suivre les résultats et faire remonter les problèmes si nécessaire
- Collaborer étroitement avec les équipes d'exploitation et de transport sur les mises à jour des clients, les projets techniques et communiquer de manière proactive avec les gestionnaires des opérations et les coordonnateurs de la logistique sur les informations pertinentes du client
- Gérer les renouvellements de clients en collaboration avec l'équipe des ventes tout en s'efforçant d'augmenter les revenus du compte en fournissant aux clients des informations sur les fonctionnalités et les avantages des solutions de chaîne d'approvisionnement de PiVAL
- Responsable des réunions quotidiennes/hebdomadaires/mensuelles avec vos clients (au besoin) et de la documentation des rapports d'appels pour les parties prenantes internes
- Responsable du reporting et de l'analyse des KPI clients avant vos réunions KPI clients
- Soutenir la charge de travail des autres membres de l'équipe Customer Success, au besoin
- Identifier et faciliter les projets d'amélioration des processus pour accroître l'efficacité
- Autres tâches assignées

**EXIGENCES DU RÔLE**
Pour exceller dans ce rôle, vous devez idéalement détenir:

- Expérience antérieure dans l'utilisation de systèmes CRM - Salesforce, Pipedrive ou HubSpot - requise
- 2 à 4 ans d'expérience de travail pertinente
- Un diplôme universitaire en commerce, gestion, marketing ou dans un domaine connexe
- La désignation de la chaîne d'approvisionnement est un avantage supplémentaire mais n'est pas obligatoire.
- Une expérience en contact avec le client dans la chaîne d'approvisionnement B2B est un atout certain mais pas obligatoire
- Une aisance pour interagir avec les clients et la direction à tous les niveaux
- Passion par le Customer Success et/ou la chaîne d'approvisionnement
- Des compétences supérieures en analyse et en communication : capacité à synthétiser des concepts ou des analyses complexes dans des déclarations simples et à fort impact
- Maîtrise parfaite de l'anglais (écrit et oral).
- Capacité d'effectuer plusieurs tâches, de prioriser le travail et de faire preuve d'attention aux détails
- Disponibilité pour travailler selon des horaires flexibles afin de répondre aux demandes des clients
- L'esprit d'équipe, l'engagement, le professionnalisme et l'innovation

Type d'emploi : Permanent

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